Technical Support Specialist

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

About PayJoy

PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.

This role

The Technical Support Specialist serves as the highest point of technical escalation and the strategic bridge between Technical Support and the Engineering organization.

Responsibilities

• High-Level Technical Escalation: Serve as the final point of contact for complex technical issues before they reach Engineering. Own the "unsolvable" problems and drive them to resolution.

• Root Cause Analysis (RCA): Perform deep-dive investigations into recurring incidents to identify underlying software or infrastructure defects.

• Engineering Liaison: Partner with Product and Engineering teams to advocate for bug fixes and product improvements based on data-driven trends.

• Data Standards & Trend Analysis: Implement and maintain rigorous data tracking standards to provide global visibility into product health and support trends.

• Mentorship & Training: Lead the technical development of the L2 tier, creating documentation and training programs to increase team capacity and self-sufficiency.

• Backlog Optimization: Oversee the ticket lifecycle to ensure the backlog is healthy, prioritized, and contains actionable information for the development team.

Requirements

• Technical Troubleshooting: Expertise in log analysis, system diagnostics, and replicating complex environments.

• Analytical Thinking: Ability to synthesize large amounts of data to identify patterns and systemic risks.

• Communication: Skilled at "translating" complex technical concepts between non-technical stakeholders and software engineers.

• Mentorship: Proven experience in coaching or training technical peers.

• Tools & Environment: Proficiency with ITSM tools (Jira, Zendesk, ServiceNow), SQL/database queries, and basic scripting (Python, Bash, or PowerShell) for automation.

• Experience: 3–6 years in a high-tier technical support or systems engineering role.

• Preferred Qualifications

  • Experience working in a financial fintech or senior technical support environment.

  • Familiarity with Agile methodologies

  • Certification in ITIL or similar service management frameworks.

Benefits

• 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
• Life insurance.
• Phone finance, Headphone, home office equipment and wellness perks.
• 30 days of Christmas bonus
• 20 days paid Vacation
• 50% Vacation premium
• 13% Saving funds
• $2,000 MXN monthly grocery coupons
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk
• Catered lunches

PayJoy Principles

• Finance for the next billion
• Ownership
• Break Through Walls
• Live Communication
• Transparency & Directness
• Focus on Scale
• Work-Life Balance
• Embrace Diversity
• Speed
• Active Listening

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.