Technical Support Specialist

About the role

Payjoy is seeking a technical expert to manage complex escalations and bridge the gap between our support operations and engineering departments. You will investigate recurring system issues, mentor junior staff, and ensure our support workflows remain efficient as we serve our global customer base. In this capacity, you will act as a critical thinker and problem solver who identifies underlying causes rather than merely addressing surface symptoms. You will own the end-to-end resolution strategy for the most challenging technical cases that reach the limits of standard support procedures. Your work will directly influence product improvements by transforming support data into actionable engineering insights. You will be responsible for establishing a culture of knowledge sharing and continuous learning within the support organization. This role requires a high degree of ownership, curiosity, and resilience when dealing with ambiguous and high-stakes technical challenges.

Key facts

What you'll do

• Assume ownership of the most difficult technical escalations, serving as the final line of defense before issues are escalated to Engineering.
• Perform deep root cause analysis on recurring incidents to identify systemic software or infrastructure flaws that standard procedures cannot resolve.
• Partner with Product and Engineering teams to prioritize bug fixes and infrastructure improvements based on empirical support data and customer impact.
• Establish and maintain rigorous data tracking standards to monitor product health, support trends, and the effectiveness of implemented fixes over time.
• Design and develop training programs and documentation that enhance the technical capabilities and confidence of the L2 support tier.
• Own the management of the ticket backlog, ensuring every issue contains clear, actionable information that allows developers to understand and reproduce the problem.
• Drive the creation of internal playbooks and troubleshooting guides that standardize complex diagnostic processes for the support team.
• Analyze high-volume data sets to detect subtle patterns and systemic risks that could lead to larger outages or customer-impacting bugs.
• Communicate technical concepts and proposed solutions to both engineering specialists and non-technical stakeholders with clarity and precision.
• Mentor and coach technical team members, providing constructive feedback and practical guidance to elevate the overall performance of the support unit.
• Evaluate the efficiency of existing support workflows and identify bottlenecks that delay resolution or increase engineering overhead.
• Act as the central hub for support intelligence, collecting insights from daily interactions and translating them into strategic recommendations for product leadership.
• Utilize advanced diagnostic techniques to isolate issues across distributed systems and diverse technical environments.
• Maintain a detailed record of all escalations, decisions, and resolutions to build institutional knowledge and prevent future recurrences.

Requirements

• Possess 3 to 6 years of professional experience in high-tier technical support or systems engineering roles that involve complex problem solving.
• Demonstrate proficiency in system diagnostics, log analysis, and the ability to replicate issues across different environments.
• Show the capability to analyze large datasets to detect patterns, anomalies, and systemic risks that may affect product stability.
• Exhibit strong communication skills to explain intricate technical concepts effectively to both engineers and non-technical stakeholders.
• Provide evidence of experience coaching or training technical team members to improve their diagnostic and troubleshooting skills.
• Demonstrate proficiency with ITSM tools such as Jira, Zendesk, or ServiceNow to manage workflows, track progress, and generate reports.
• Prove ability to write SQL queries and basic scripts in Python, Bash, or PowerShell to automate repetitive tasks and analyze support data.
• Show a strong commitment to maintaining accurate documentation and structured processes that support scalability.
• Display the ability to work independently with minimal supervision while managing multiple priorities in a fast-paced environment.
• Demonstrate a solid understanding of networking, system architecture, and software lifecycle management principles.

Nice to have

• Bring previous experience in the fintech sector or senior technical support roles that involve high-stakes customer issues.
• Show familiarity with Agile development methodologies and how support intersects with sprint planning and retrospectives.
• Hold ITIL certification or similar service management framework credentials that validate your understanding of best practices.

Practical notes

• This is a full-time position based in Sao Paulo.
• The role does not require travel or visa sponsorship at this time.
• Candidates must be available to work during standard business hours as defined by the local office time zone.