Technical Support Lead (Payments)

TL;DR

Technical Support Lead (Payments): Lead technical incident management and support processes for a cloud-native payments platform with an accent on API analysis, incident escalation, and support ticket triage. Focus on building incident processes, root-cause analysis, and collaboration with engineering and operations teams.

Location: Reading, United Kingdom

Company

hirify.global is a product company specializing in cloud-native payments technology serving over 5,000 merchants.

What you will do

• Lead and manage technical incidents and escalations.
• Triage and prioritise support tickets with Dev, SRE, and DevOps teams.
• Investigate issues using Datadog, Postman, SQL, and MongoDB.
• Analyse API logs, JSON payloads, and system behaviour.
• Support merchant onboarding, transaction flows, and payouts.
• Build and improve incident processes, SLAs, and playbooks.

Requirements

• Location: Must be based in Reading, United Kingdom.
• Strong experience in technical support or incident management.
• Background in payments including gateway, acquirer, and card processing.
• Confident with API testing, log analysis, and monitoring tools.
• Analytical, calm under pressure, and strong communicator.

Nice to have

• AWS, microservices, DevOps/SRE experience.
• Knowledge of PCI and ITIL frameworks.

Culture & Benefits

• Work on modern, cloud-native payments technology.
• Ownership and autonomy in a core operational role.
• Collaborate with talented engineers and product teams.
• Opportunity to shape the scaling of the support function.