Tier 1 Support Engineer [02 / 10 / 2025]

Tier 1 support Engineer (Preferred candidates from Enterprise and Saas Background)

Papaya Global is an established B2B tech unicorn in hypergrowth. We are on a mission to reimagine the payroll category with game-changing, disruptive technology.

Papaya Global is reinventing workforce management, global payroll, and payroll payments to remove the friction of complexity and regulation create. Our automated platform helps companies hire, onboard, manage, and pay people in more than 160 countries.

We don’t just cover the globe with our solution; we are global. We are comprised of people from different countries, different cultures, and different backgrounds. Diversity is our secret weapon

As a Papaya Global Tier 1 Technical Support Engineer, you know more about our products than any other function and you feel a sense of pride and satisfaction in helping customers through their technical issues. We are serious about keeping our skills sharp, so we can supply first-class assistance in a constantly evolving technical landscape. We emphasize training, knowledge, and customer empathy , you’re learning opportunities will never end.

You will collaborate with other Support Engineers to assist with customer issues creatively and passionately while honing your technical skills. You will use your insight and imagination to help us find recurring or systemic problems and suggest ways we might address them.

What you'll do :

1. Serve as the first point of contact for customers seeking technical assistance.

2. Engage with customers through chat and email.

3. Perform remote troubleshooting through diagnostic techniques and pertinent questions.

4. Determine the best solution based on the issue and details provided by customers.

5. Collaborate across teams to assist in solving complex technical customer problems across our product suite.

6. Review logs and error messages, escalating to Tier 2 / Engineering when necessary.

7. Document solutions and contribute to internal / external Knowledge Base articles.

8. Advance your skills through additional training and exposure to other features and capabilities of our Products.

9. Achieve greatness and delightfulness by assisting both internal and external customers with their daily issues!

Requirements :

• 2+ years relevant experience as a Support Engineer in Enterprise or SaaS companies (application support, not IT)
• Strong troubleshooting techniques and debugging skills, including remote diagnostics, log file inspection and understanding of log levels
• Experience reproducing customer issues and performing root cause analysis (RCA) at the Tier 1 level
• Knowledge of browser developer tools (DevTools, HAR file review, JavaScript debugging basics) and API integration.
• Basic SQL querying skills or exposure to MySQL / PostgreSQL / MongoDB
• Understanding of HTTPS basics, SSL / TLS certificates, and general web troubleshooting
• Exposure to monitoring / logging platforms such as ELK, Splunk, or Coralogix
• Experience with command-line tools for basic diagnostics
• Familiarity with cloud services is a plus
• Excellent English skills through Chat and Email
• Expert prioritization skills, and can get creative when the answer is not obvious
• Experience collaborating across teams or disciplines to solve problems
• An appetite for knowledge - always wants to learn more and do better (we are like that around here)