Technical Support Specialist

PayJoy

Technical Support Specialist at PayJoy, bridging technical support and engineering teams. Handling escalated technical issues for a fintech aimed at underserved customers.

Posted 7/28/2026full-timeMexico City • 🇲🇽 MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical troubleshooting, root cause analysis, and data standards implementation, while effectively communicating complex concepts to diverse stakeholders. Proven ability to mentor and train technical teams, ensuring optimal backlog management and resolution of high-level technical escalations.

Highest-signal resume keywords

Technical TroubleshootingRoot Cause AnalysisITSM Tools (Jira, Zendesk, ServiceNow)SQL/Database QueriesMentorship

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Log AnalysisSystem DiagnosticsData Trend AnalysisScripting (Python, Bash, PowerShell)Agile Methodologies

Soft Skills

Analytical ThinkingCommunicationMentorship

Tools & Technologies

ITSM ToolsJiraZendeskServiceNow

Certifications & Qualifications

ITIL Certification

Industry Keywords

Financial FintechTechnical SupportSystems Engineering

Tech Stack

Tools & technologies

ITSMPythonServiceNowSQL

About the role

Key responsibilities & impact

**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

What you’ll need

**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

Comp & 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