Technical Support Specialist

**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 Specialist serves as the highest point of technical escalation and the strategic bridge between Technical Support and the Engineering organization.

### Responsabilities

• **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 Health and Dental insurance for employees and immediate family members.
• Life insurance.
• Meal voucher
• R$400,00 Commuting Benefit
• R$180,00 for Home Office assistance.
• Incentive for the Phone finance product.
• Budget for noise-canceling headphones.
• Budget for home office equipment.
• Annual budget for wellness perks.
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk