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PayJoy

Technical Support Specialist

PayJoy

Technical Support Specialist serving as PayJoy’s highest technical escalation point. Bridging fintech support and engineering through RCA, trend analysis, mentoring, and backlog optimization.

Posted 8/11/2026full-timeQuito • 🇪🇨 EcuadorMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in log analysis, system diagnostics, and data synthesis to resolve complex technical issues while effectively communicating with both technical and non-technical stakeholders. Proven ability to lead training programs and maintain data tracking standards for product health and support trends.

Highest-signal resume keywords
Log AnalysisSystem DiagnosticsSQL/Database QueriesITSM ToolsTechnical Training

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Log AnalysisSystem DiagnosticsData SynthesisSQL/Database QueriesBasic Scripting in PythonBasic Scripting in BashBasic Scripting in PowerShell
Soft Skills
CoachingCommunication
Tools & Technologies
JiraZendeskServiceNow
Certifications & Qualifications
ITIL Certification
Industry Keywords
Technical SupportSystems EngineeringAgile MethodologiesFinancial Fintech

Tech Stack

Tools & technologies
ITSMPythonServiceNowSQL

About the role

Key responsibilities & impact
  • Serve as the final point of contact for complex technical issues before they reach Engineering
  • Own unsolvable technical problems and drive them to resolution
  • Perform deep-dive root cause analyses into recurring incidents
  • Partner with Product and Engineering to advocate for bug fixes and product improvements
  • Implement and maintain data tracking standards for global visibility into product health and support trends
  • Lead the technical development of the L2 support tier through documentation and training programs
  • Oversee the ticket lifecycle to keep the backlog healthy, prioritized, and actionable for the development team

Requirements

What you’ll need
  • Expertise in log analysis, system diagnostics, and replicating complex environments
  • Ability to synthesize large amounts of data to identify patterns and systemic risks
  • Ability to translate complex technical concepts between non-technical stakeholders and software engineers
  • Proven experience coaching or training technical peers
  • Proficiency with ITSM tools such as Jira, Zendesk, and ServiceNow
  • Proficiency with SQL/database queries
  • Basic scripting skills in Python, Bash, or PowerShell for automation
  • 3–6 years of experience in a high-tier technical support or systems engineering role
  • Preferred: experience in financial fintech or senior technical support environments
  • Preferred: familiarity with Agile methodologies
  • Preferred: certification in ITIL or similar service management frameworks

Benefits

Comp & perks
  • 100% Company-funded health insurance for employees and immediate family members
  • Life insurance
  • Dental plan
  • Phone finance, Headphone, home office equipment and wellness perks
  • Individual retirement plan 3%
  • 20 days of vacations
  • $2,000 USD annual Co-working Travel perk
  • $2,000 USD annual Professional Development perk