Senior Technical Support & Escalation Engineer

StartX; Ciudad de México; Presencial; MXN 300.000 - 540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and dental insurance

Vision discount plan for employees and

Life insurance

Company-sponsored perks

Catered lunches

Descripción de la vacante

PayJoy is seeking a Technical Support Specialist to act as the highest escalation point and bridge to the Engineering organization. You will own complex issues, perform RCA, and advocate for fixes based on data trends.

You will partner with Product and Engineering to improve product health and support processes, mentoring the L2 team and ensuring a clean backlog. Ideal candidates have 3–6 years in technical support or systems engineering, strong ITSM tool experience, and skills in SQL and

Formación

• 3–6 years in a high-tier technical support or systems engineering role.
• Experience with ITSM tools and data-driven issue resolution.
• Ability to translate complex technical concepts for non-technical stakeholders.

Responsabilidades

• High-Level Technical Escalation: final point of contact for complex issues before Engineering; drive unsolvable problems to resolution.
• 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 trends.
• Data Standards & Trend Analysis: maintain data tracking for global visibility into product health.
• Mentorship & Training: develop L2 capability with documentation and training programs.
• Backlog Optimization: oversee ticket lifecycle to keep backlog healthy and actionable.

Conocimientos

Technical Troubleshooting

Analytical Thinking

Communication

Mentorship

ITSM Tools Proficiency

Educación

Bachelor's degree in CS/Engineering or related field

Herramientas

Jira

Zendesk

ServiceNow

SQL/database queries

Scripting (Python/Bash/PowerShell)

Descripción del empleo

PayJoy is seeking a Technical Support Specialist to act as the highest escalation point and bridge to the Engineering organization. You will own complex issues, perform RCA, and advocate for fixes based on data trends.

You will partner with Product and Engineering to improve product health and support processes, mentoring the L2 team and ensuring a clean backlog. Ideal candidates have 3–6 years in technical support or systems engineering, strong ITSM tool experience, and skills in SQL and