Technical Support Analyst

payjoy· Global General Support
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📍 JakartaFull Time

About this role

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 Analyst is responsible for resolving a variety of major technical issues, assistance and support to PayJoy's customers, ensuring a positive customer experience.

Responsibilities

  • 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 : 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
PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
 
 
Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening

Frequently Asked Questions

Is the salary disclosed for the Technical Support Analyst position at payjoy?
The salary for this Technical Support Analyst role at payjoy is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Technical Support Analyst position at payjoy located?
This Technical Support Analyst role at payjoy is based in Jakarta. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Technical Support Analyst role at payjoy full-time or part-time?
This is listed as a Full Time position. It is posted as a Technical Support Analyst role in the Global General Support department at payjoy.
Which team or department does the Technical Support Analyst at payjoy belong to?
This Technical Support Analyst position is part of the Global General Support department at payjoy. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Technical Support Analyst position at payjoy?
Click the "Apply Now" button on this page. You will be redirected to payjoy's official application portal hosted on lever where you can submit your application directly.
When was the Technical Support Analyst job at payjoy posted?
This Technical Support Analyst position at payjoy was posted on Aug 26, 2026. Apply as soon as possible — early applications are often reviewed first.
Technical Support Analyst
payjoy
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