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.

Key facts

What you'll do

• Manage the most difficult technical escalations, acting as the final point of contact before issues move to Engineering.
• Conduct root cause analysis on recurring incidents to uncover software or infrastructure flaws.
• Collaborate with Product and Engineering teams to prioritize bug fixes based on support data.
• Establish and maintain data tracking standards to monitor product health and support trends.
• Develop training programs and documentation to improve the technical capabilities of the L2 support tier.
• Manage the ticket backlog to ensure all issues are prioritized and contain clear, actionable information for developers.

Requirements

• 3 to 6 years of professional experience in high-tier technical support or systems engineering.
• Proficiency in system diagnostics, log analysis, and environment replication.
• Ability to analyze large datasets to detect patterns and systemic risks.
• Strong communication skills to explain technical concepts to both engineers and non-technical stakeholders.
• Experience coaching or training technical team members.
• Proficiency with ITSM tools such as Jira, Zendesk, or ServiceNow.
• Ability to write SQL queries and basic scripts in Python, Bash, or PowerShell for automation.

Nice to have

• Previous experience in the fintech sector or senior technical support roles.
• Familiarity with Agile development methodologies.
• ITIL certification or similar service management framework credentials.

Skills & tools

• SQL
• Python
• Bash
• PowerShell
• Jira
• Zendesk
• ServiceNow

Practical notes

• Benefits include 100 percent company-funded health and dental insurance for employees and immediate family, plus life insurance.
• Monthly allowances include R$400 for commuting and R$180 for home office assistance.
• Additional perks include a meal voucher, phone finance product incentives, and budgets for noise-canceling headphones and home office equipment.
• Annual stipends include $2,000 USD for co-working travel, $2,000 USD for professional development, and a wellness budget.
• Payjoy is an Equal Employment Opportunity employer.