Support Lead

The project is focused on establishing and scaling technical support operations for a payments and fintech platform operating under strict PCI DSS compliance requirements. It includes incident management, support process development, documentation, and building a reliable 24/7 support model to ensure stable and secure service operations.

Responsibilities

• Build and own the L1 support function for the UCL BAU Support workstream from the ground up.
• Personally perform L1 support duties during defined working hours in the initial phase, before team expansion.
• Define and document support processes: incident intake, triage, and escalation paths to L2/L3, DevOps, and DBA teams.
• Develop core support documentation: runbooks, escalation matrices, knowledge base, and on-call procedures.
• Design a roadmap for scaling from single-person coverage to a full 24/7 shift-based team, including a hiring plan, shift schedules, and coverage model.
• Establish monitoring and alerting practices with the infrastructure team to ensure timely incident detection.
• Ensure support operations align with SLA commitments (99.99% / 99.9% uptime tiers) and PCI DSS operational requirements.
• Coordinate with Project Management, Architecture, and Security stakeholders to align support scope with production readiness and compliance timelines.
• Track recurring incidents and drive continuous improvement of support processes and documentation.
• Report support KPIs and SLA performance to the Service Manager.

Requirements

• Experience in L1/technical support or NOC/service desk roles, including shift-based or on-call work, for 3+ years.
• Solid understanding of AWS fundamentals, including EC2, monitoring/logging services, and IAM, as well as Linux administration.
• Experience with incident management and ticketing tools, such as Jira Service Management or similar ITSM tools.
• Ability to create and maintain runbooks, escalation matrices, and support documentation.
• Understanding of ITIL-based support processes, including incident, problem, and change management.
• Willingness to work defined hours initially and personally cover support duties before team expansion.
• Awareness of PCI DSS and security-sensitive operational environments.
• English level: Upper-Intermediate or higher.

Nice to Have

• Prior experience in payment systems or PSP integrations.
• Experience building or scaling a support team from scratch.
• Familiarity with AWS security and monitoring tools: CloudWatch, CloudTrail, Security Hub, and KMS.
• Experience with SFTP/OpenSSH-based file transfer environments.
• PCI DSS or ISO 27001 exposure.
• Experience defining SLA/OLA frameworks, such as 99.99% / 99.9% uptime tiers.

Benefits

• Opportunity to change projects and/or develop expertise in an interesting business domain.
• Fully remote, office-based, or hybrid work options.
• Professional, financial, and career growth.
• Mentoring and adaptation systems for new employees.
• Opportunity to earn up to an additional 1,000 EUR per month, depending on expertise level, included in the annual bonus, through participation in company activities.
• Access to a corporate training portal and continuously updated knowledge base.
• Corporate activities and office amenities.
• Certification compensation, including AWS and PMP.
• Referral program.
• Private health insurance and sports compensation, depending on the type of employment.