Technical Support Specialist: Escalations & RCA

Payjoy; Ciudad de México; Presencial; MXN 420.000 - 640.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental discount

Vision discount

Life insurance

Phone finance

Co-working travel perk

Professional development

Catered lunches

Vacation days

Christmas bonus

Descripción de la vacante

PayJoy is hiring a Technical Support Specialist to serve as the highest escalation point and bridge between Technical Support and Engineering. You will own unresolved issues, perform deep-dive RCA, and advocate for fixes based on data trends.

You will mentor the L2 team, maintain data standards, and optimize the backlog to ensure actionable information reaches development. Strong communication and scripting skills are essential.

Formación

• 3–6 years in a high-tier technical support or systems engineering role.
• Experience with ITSM tools such as Jira, Zendesk, and ServiceNow.
• Proficient in SQL and at least one scripting language (Python, Bash, or PowerShell).
• Strong communication and ability to translate tech concepts to non-technical stakeholders.

Responsabilidades

• High-Level Technical Escalation: act as final escalation point for complex issues.
• Root Cause Analysis: investigate recurring incidents and defects.
• Engineering Liaison: advocate for fixes and improvements with data trends.
• Data Standards & Trend Analysis: track health metrics for global visibility.
• Mentorship & Training: develop L2 capabilities with documentation and sessions.
• Backlog Optimization: maintain healthy, actionable backlog for dev team.
• Technical Troubleshooting: diagnose across logs, environments, and replicas.
• Communication: translate complex tech concepts for stakeholders.

Conocimientos

Technical escalation

Root cause analysis

Data analysis

Log analysis

Communication

Mentorship

Scripting basics

Herramientas

Jira

Zendesk

ServiceNow

SQL

Python

Bash/PowerShell

Descripción del empleo

PayJoy is hiring a Technical Support Specialist to serve as the highest escalation point and bridge between Technical Support and Engineering. You will own unresolved issues, perform deep-dive RCA, and advocate for fixes based on data trends.

You will mentor the L2 team, maintain data standards, and optimize the backlog to ensure actionable information reaches development. Strong communication and scripting skills are essential.