Technical Support Analyst

Job description

**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 Analyst is responsible for resolving a variety of major technical issues, assistance and support to PayJoy's customers, ensuring a positive customer experience. ### 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 : Private Health Insurance for employee and immediate family - 20 days vacation - Phone finance, Headphone, home office equipment and wellness perks. - $2,000 USD annual Co-working Travel perk - $2,000 USD annual Professional Development perk - Catered Lunch