Technical Support Analyst

About PayJoy
PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide.  Our unique mobile security technology creates collateral that enables customers to afford their first smartphone on credit and then allows them further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being.

Founded in 2015, today PayJoy has reached hundreds of thousands of customers in a dozen countries around the globe, from Mexico to Indonesia, India, Kenya, and Nigeria, and is on a strong growth path with support from major industry partners to bring credit to millions in 2019.

PayJoy has an opportunity for a full-time Technical Support Analyst to help our partners successfully use our products. Our unique locking technology includes some proprietary “secret sauce” based on undocumented parts of Android OS and firmware, as well as app design, web frontend and backend, and partner API integrations. You should be prepared to embrace technical challenges and willing to learn new technologies quickly. This role is part of the Partner Engineering organization. PayJoy is fortunate to have an impressive array of technology, finance and distribution partners who are critical to helping us fulfill our mission. They combine our products with theirs to bring consumer finance to users. Partner engineer teams work closely with these partners to help them understand, design and deploy solutions around PayJoy's products.


Required Qualifications
  • Degree in Computer Science from a leading engineering college
  • 2+ years of software development or experience with integrating APIs/complex solution engineering in B2B space
  • Experience of working with databases and troubleshooting complex technical problems/bugs
  • Strong understanding of typical partner support processes, escalation matrices, etc.      
  • Familiarity with ITILv3, ticketing systems (particularly Zendesk) and best processes around partner support
  • Some experience of working with Android based products, particularly mobile apps
  • Ideally, the candidate will have some exposure to Mobile Device Management space

Responsibilities

  • Contribute to the success of PayJoy deployments in any given market, through timely, professional, and efficient support to PayJoy partners
  • Carry out testing of new releases of PayJoy products to ensure that product features are aligned to product specifications with an emphasis on the use cases that their markets care most about. Enter defects into internal PayJoy systems and help product engineering team with resolution of bugs
  • Troubleshoot bugs and technical issues in production and provide solutions for them
  • Escalate issues in a timely manner to PayJoy and partner management.
  • Analyze repeat problems to identify patterns that lend themselves to long term solutions through product features and enhancements.
  • Provide ad-hoc reports to management and stakeholders.
  • This role may involve shift workings or working on the weekends/public holidays.

As part of PayJoy, you will have the opportunity to work on meaningful projects that immediately impact our customers, work alongside seasoned engineers and entrepreneurs, and contribute to a startup that is experiencing rapid growth.

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