Technical Support Analyst

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

• Respond to the customer's experience team's technical questions, diagnosing and providing technical guidance on how to use a product or service effectively and efficiently.
• Serve as the final point of contact for complex technical issues before they reach Engineering, by owning the "unsolvable" problems and drive them to resolution.
• 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 based on data-driven trends.
• Implement and maintain rigorous data tracking standards to provide global visibility into product health and support trends.
• Lead the technical development of the secund leveltier, creating documentation and training programs to increase team capacity and self-sufficiency.
• Oversee the ticket lifecycle to ensure the backlog is healthy, prioritized, and contains actionable information for the development team.

Requirements

• Bachelor's in Computer Science or related field.
• 1-2 years of experience in a high-tier technical support or systems engineering role, in a financial fintech or senior technical support environment.
• 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.
• Familiarity with Agile methodologies
• Proficiency with ITSM tools (Jira, Zendesk, ServiceNow), SQL/database queries, and basic scripting (Python, Bash, or PowerShell) for automation.Certification in ITIL or similar service management frameworks is a plus.

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