Senior Technical Support Engineer – Escalations & RCA

PayJoy; Ciudad de México; Presencial; MXN 360.000 - 540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and dental insurance

Vision discount plan

Life insurance

Christmas bonus

Vacation days

Vacation premium

Savings funds

Grocery coupons

Co-working travel perk

Professional development perk

Catered lunches

Descripción de la vacante

PayJoy is seeking a Technical Support Specialist to serve as the highest escalation point and strategic liaison between Technical Support and Engineering. You will own complex issues, perform deep-dive RCA, and drive data-backed product improvements.

You will mentor the L2 tier, create training materials, and help optimize the ticket backlog to ensure timely resolutions while collaborating with Product and Engineering to enhance system reliability.

Formación

• Technical troubleshooting with log analysis and diagnostics.
• Ability to synthesize data to identify patterns and risks.
• Excellent communication translating complex tech concepts to non-technical stakeholders.
• Experience coaching or training technical peers.
• Proficient with ITSM tools and scripting for automation.
• 3–6 years in a high-tier technical support or systems engineering role.
• Preferred: fintech experience, Agile familiarity, ITIL certification.

Responsabilidades

• High-Level Escalation: final contact for complex issues before Engineering.
• Root Cause Analysis (RCA): deep-dive investigations into recurring incidents to identify defects.
• Engineering Liaison: advocate for bug fixes and product improvements based on data-driven trends.
• Data Standards & Trend Analysis: implement data tracking standards for global visibility of product health.
• Mentorship & Training: lead L2 technical development, create documentation and training.
• Backlog Optimization: oversee ticket lifecycle to keep backlog healthy and actionable.

Conocimientos

Technical Troubleshooting

Analytical Thinking

Communication

Mentorship

ITSM tools

SQL/Database queries

Scripting (Python/Bash/PowerShell)

Herramientas

Jira

Zendesk

ServiceNow

SQL

Python

Bash

PowerShell

Descripción del empleo

PayJoy is seeking a Technical Support Specialist to serve as the highest escalation point and strategic liaison between Technical Support and Engineering. You will own complex issues, perform deep-dive RCA, and drive data-backed product improvements.

You will mentor the L2 tier, create training materials, and help optimize the ticket backlog to ensure timely resolutions while collaborating with Product and Engineering to enhance system reliability.