2nd Line Technical Support Analyst (Fintech)

TL;DR

2nd Line Technical Support Analyst (Fintech): Providing 2nd line support for live merchant environments, resolving complex issues escalated from 1st line and ensuring payment services remain stable, secure and high-performing with an accent on troubleshooting POS terminals, integrations and merchant environments. Focus on monitoring production logs and alerts, identifying root causes and assisting with testing new features before release.

Location: London (Hybrid)

Company

hirify.global is a leading SaaS group with 45+ technology brands, building innovative software and payments solutions for UK and international markets.

What you will do

• Own escalated Jira tickets from 1st line support.
• Troubleshoot POS terminals, integrations and merchant environments.
• Support merchant onboarding and offboarding.
• Monitor production logs and alerts, identifying root causes.
• Assist with testing new features before release.
• Help shape training guides, FAQs and support materials.

Requirements

• Knowledge of POS, EPOS and eCommerce payment solutions.
• Strong customer-focused problem-solving mindset.
• Ability to manage a varied and fast-moving workload.
• Excellent written and verbal communication skills.
• Advanced Excel skills.
• Experience in card payments or merchant services (desirable).

Culture & Benefits

• Competitive salary + benefits.
• 25 days holiday + your birthday off.
• Private medical insurance (Bupa) & health cash plan.
• Life assurance & income protection.
• Enhanced parental leave & family wellbeing support.
• Hybrid working model (remote flexibility).