Techical Support Lead

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, * 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, Operating five divisions; Business Services, Events and Leisure Membership Services, Payments, and Retail and Hospitality, we're supporting over 20,000 UK- based customers. We continually develop our software, integrating wherever possible to give our customers a future-proofed solution.

800+ team with strength, depth, and diversity

We're working with purpose on our people and culture with a focus on diversity, equity, and inclusion (DE&I) and our corporate purpose in relation to our environmental, social and governance (ESG) policy.

We acknowledge that there's more we can do in all areas and we're looking forward to reporting on progress.

Our Vision

Our vision is to build a brilliant software and payments business. There are no shortcuts in achieving this, and we know that it won't always be straightforward - but that's the vision, that's what we want to achieve.

The most crucial factor in doing this is our people. We work together, contributing their knowledge, experience, insights and perspectives to help deliver better solutions and services to our customers. We don't always get it right the first time, but we always take responsibility and ownership to ensure delivery and that our customers are future-proofed.

By achieving our vision, we will have attracted and retained the best people and created software and payment solutions that give our customers a competitive advantage. We will have delivered against all of our diversity, equity, inclusion, environmental, social and governance initiatives and commitments.

• 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.

ClearCourse, Founded in 2018 with investment from Aquiline, New York, our headquarters are in London with offices throughout the UK, providing multiple locations for our teams. We provide software and payments for small to medium sized enterprises (SME's), including start ups, national retailers, many of the best-known charities, and notable brands across various sectors.