Job description:
Technical Support Lead (Payments / API / Incident Management)
Location: Reading
Competitive salary + benefits
ClearAccept is expanding, and we’re hiring a Technical Support Lead to take ownership of technical incidents, escalations and support processes for our cloud-native payments platform used by 5,000+ merchants.
This is a high-impact role where you’ll work closely with Engineering, SRE, DevOps, Product and Operations to keep our platform stable and continuously improving as we scale.
What You’ll Be Doing
* Lead and manage technical incidents and escalations
* Triage and prioritise support tickets with Dev/SRE/DevOps
* Investigate issues using Datadog, Postman, SQL, MongoDB
* Analyse API logs, JSON payloads and system behaviour
* Support merchant onboarding, transaction flows & payouts
* Build and improve incident processes, SLAs and playbooks
* Identify recurring issues and drive root-cause fixes
What You’ll Bring
* Strong experience in Technical Support or Incident Management
* Background in payments (gateway, acquirer, card processing)
* Solid understanding of authorisation, settlement & reconciliation
* Confident with API testing, log analysis and monitoring tools
* Analytical, calm under pressure and strong communicator
Bonus : AWS, microservices, DevOps/SRE, PCI, ITIL.
Why Join ClearAccept?
* 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 how we scale our support function
Ready to lead technical support for a fast-growing payments platform? Apply now and be part of our next stage of growth.