Technical Support Specialist
PayJoyConsumer Lending company
Mexico City, MexicoMid
Citi Ventures
Greylock
Aidenlair Capital
Ascend Vietnam Ventures
Claridge Venture Partners
Invus Opportunities
About the role
TL;DR
Act as the highest technical escalation point and bridge between support and engineering.
- •PayJoy is seeking a Technical Support Specialist to act as the highest point of technical escalation and a strategic bridge between Technical Support and Engineering.
- •Key Responsibilities Serve as the final point of contact for complex technical issues before they reach Engineering.
- •Perform deep-dive investigations into recurring incidents to identify underlying software or infrastructure defects.
- •Partner with Product and Engineering teams to advocate for bug fixes and product improvements.
- •Implement and maintain rigorous data tracking standards to provide global visibility into product health and support trends.
- •Lead the technical development of the L2 tier, creating documentation and training programs.
- •Requirements Expertise in log analysis, system diagnostics, and replicating complex environments.
- •Ability to synthesize large amounts of data to identify patterns and systemic risks.
- •Skilled at "translating" complex technical concepts between non-technical stakeholders and software engineers.
- •Proven experience in coaching or training technical peers.
- •Proficiency with ITSM tools (Jira, Zendesk, ServiceNow), SQL/database queries, and basic scripting (Python, Bash, or PowerShell).
Required skills
JiraSQLPythonBash
Domain expertise
fintech
Benefits & perks
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
Tech stack
JiraSQLPythonBash