Role description: Join a rapidly growing collaborative of disruptive technology companies working together to build a brilliant fintech payments business with exceptional people and the best products and services. ClearAccept delivers an innovative payments platform built on a cloud-native, API-first, microservice architecture running on AWS. Our platform processes billions in annualised transaction volume across ecommerce and in-person payment channels, supporting over 5,000 merchants. As we scale, maintaining operational excellence and protecting our development teams’ time is critical. We are seeking a Technical Support Lead to take ownership of the technical incident and support process for the ClearAccept platform. This individual will act as the bridge between the operational support teams and our development organisation—ensuring that issues are triaged, prioritised, investigated, and resolved in line with SLAs. They will play a pivotal role in improving the efficiency and quality of our technical support operations, freeing our engineers to focus on roadmap delivery while maintaining platform stability. Key Accountabilities: Operational & Technical Support Management Own and manage the end-to-end technical support process for the ClearAccept payment platform. Act as the escalation point for technical issues raised by 1st and 2nd line support, and other operational teams. Manage, triage, and prioritise technical tickets in collaboration with development, SRE, and DevOps teams. Coordinate timely investigation and resolution of incidents, ensuring adherence to SLAs. Analyse and interpret logs, API responses, and system behaviour to identify root causes and drive permanent fixes. Use tools such as Datadog, Postman, SQL and MongoDB to investigate and reproduce reported issues. Write and execute small scripts or utilities (e.g. data updates or batch jobs) to support operational requests and incident resolution, following agreed change control procedures. Support operational tasks related to merchant onboarding, transaction flows, and back-office payment operations (including reconciliation, payouts and monthly invoicing). Process & Continuous Improvement Define and implement processes and playbooks for incident management, escalation, and post-incident review. Work closely with the Development Manager to improve communication and workload flow between operations and technology. Identify recurring issues, propose system enhancements, and feed into product and engineering backlogs. Track and report on SLAs, ticket trends, root cause categories, and time-to-resolution metrics. Lead continuous improvement initiatives to streamline cross-departmental collaboration (Operations, Product, Technology). Cross-Functional Collaboration Partner with Operations, Support and FinOps teams to build confidence in the technical resolution process. Liaise with Product Owners to ensure customer-impacting issues are clearly understood and prioritised. Collaborate with QA and DevOps to verify fixes, monitor deployments, and confirm stability post-release. Build strong working relationships across multiple departments and ensure effective knowledge transfer. Required Skills & Experience Proven experience in a technical support, incident management, or production support role within a payments gateway, acquirer, or card processing environment. Strong understanding of the end-to-end payments lifecycle, including card authorisation, settlement, reconciliation, and merchant payouts. Proficient in API testing tools (Postman) and comfortable analysing JSON payloads and API logs. Experience using Datadog (or similar) for log analysis, monitoring, and alert management. Working knowledge of databases (SQL, nosql) and ability to query data to support investigations. Excellent problem-solving and analytical skills, with a focus on root cause identification. Experience managing incidents and technical SLAs in a 24/7 environment. Familiarity with AWS and microservice architectures is highly advantageous. Strong organisational skills, with the ability to manage competing priorities and communicate status clearly. Desired Skills & Experience Knowledge of PCI DSS and secure operations. Exposure to DevOps/SRE principles, and monitoring frameworks. Experience implementing support processes or tooling (e.g. ITIL Service Management, Confluence documentation). Required Behaviours & Attributes Proactive and self-starting, with the ability to operate independently. Calm under pressure and able to prioritise effectively during incidents. Customer-focused with a strong sense of ownership and accountability. Excellent communicator capable of liaising with both technical and non-technical stakeholders. Collaborative and adaptable, promoting a culture of teamwork and continuous improvement. Analytical mindset with attention to detail and a desire to drive quality outcomes.