5 Papaya Global Jobs

About :

Papaya Global is a rapidly growing, award-winning B2B tech unicorn with a mission to revolutionize the payroll and payments industry.

With over $400M raised from top-tier investors, our innovative technology provides a comprehensive solution for managing global workforces, from hiring and onboarding to managing and paying employees in over 160 countries.

Papaya Global is looking for a highly skilled Support Tech Lead to elevate our technical support team in India.

This role is crucial in strengthening the team's technical expertise, ensuring high-quality customer service, and acting as a bridge between support, R&D, and product teams.

As a Support Tech Lead, you will mentor team members, handle complex technical investigations, and collaborate cross-functionally to improve processes and best practices.

If you're an experienced SaaS professional with deep technical knowledge and leadership abilities, this role is for you!.

You will :

- Serve as the go-to technical expert for the support teams.

- Provide mentorship, training, and knowledge-sharing sessions to enhance team capabilities.

- Lead complex technical investigations and guide team members on troubleshooting best

practices.

- Handle escalated, high-complexity technical cases, ensuring quick and effective resolution.

- Work closely with customers to debug and resolve critical platform issues.

- Develop and maintain knowledge base (KB) articles to enhance self-service support.

- Act as the main liaison between Support, R&D, and Product teams to troubleshoot and resolve technical issues.

- Advocate for customer needs by identifying recurring issues and driving resolutions.

- Guide internal teams on best support practices to improve.

- Investigate system logs, database queries, and API communications to diagnose issues.

- Utilize tools like Salesforce Service Cloud, Coralogix, AWS, Slack, GitHub, and Databases for technical analysis.

- Contribute to process improvements and automation initiatives as the role evolves.

Requirements :

- 8+ years of experience in global SaaS technical support (must-have).

- Strong proficiency in SQL, API troubleshooting, and web debugging.

- Experience analyzing logs and understanding service-to-service communications in a cloud-based environment.

- Prior experience mentoring or leading technical teams is a big plus.

- Strong ability to communicate complex technical concepts to different stakeholders.

- Experience working cross-functionally with R&D and Product teams.

- Ability to work in a hybrid model (India-based).

- Passion for customer success and technical problem-solving.