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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Production Support & Issue Management Specialist - **Company:** ClarityPay, Inc. - **Location:** New York, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Software as a Service, Nagios, Software Deployment, SQL Databases, WebRTC, Datadog, Transaction Processing (Computing), Mttr, Integration Frameworks, Cloudwatch, Splunk, New Relic (SaaS), Pagerduty - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/production-support-issue-management-specialist-claritypay-8109893 ## About the Role Required * 4-6 years of experience in production support, incident management, or technical operations. * Experience supporting live systems in fintech, payments, lending, or SaaS environments. * Strong troubleshooting and analytical skills using logs, dashboards, and metrics. * Ability to manage high-pressure situations with calm, structured decision-making. * Strong written communication skills, particularly for incident and compliance documentation. Preferred * Experience with monitoring and alerting tools (Datadog, Splunk, CloudWatch, New Relic, PagerDuty). * SQL experience for data investigation and reconciliation. * Familiarity with APIs, transaction processing, and third-party integrations. * Exposure to ITIL, SOC, or regulatory incident management frameworks. ## Description We are seeking a Production Support & Issue Management Specialist to ensure the stability, reliability, and smooth operation of our production systems. This role owns real-time monitoring, incident response, issue documentation, and compliance-facing reporting across our fintech platform, serving as the central point of coordination during production events. You will work cross-functionally with Engineering, Product, Risk, Operations, and Compliance to minimize customer impact, resolve issues quickly, and ensure proper documentation and controls are maintained., Production Monitoring & Support * Monitor live production systems, transaction flows, APIs, and third-party integrations. * Detect, triage, and investigate production issues and system anomalies. * Assess customer, merchant, operational, and financial impact of incidents. * Validate fixes and monitor platform stability post-resolution. Incident & Issue Management * Own incident intake, prioritization, escalation, and coordination. * Lead incident response calls and maintain clear, real-time communication with stakeholders. * Track incident timelines, actions, and decisions from detection through resolution. * Drive post-incident reviews and root cause analysis. Issue Documentation & Compliance Support * Document incidents, issues, root causes, and remediation actions in a structured and auditable manner. * Prepare and submit issue documentation to Compliance, Risk, Legal, or Audit teams where required. * Support regulatory, audit, and internal control reviews with accurate incident records and reporting. * Ensure issues with compliance or regulatory impact are escalated appropriately and tracked to closure. Cross-Functional Coordination * Act as the primary liaison between Engineering, Product, Operations, Risk, Support, and Compliance teams during incidents. * Ensure clear handoffs and accountability for remediation and preventive actions. * Support releases, configuration changes, and production deployments. Reporting, Controls & Continuous Improvement * Maintain incident logs, runbooks, and operational playbooks. * Track and report key operational metrics (MTTR, incident volume, repeat issues, compliance-impacting events). * Identify recurring issues and partner with teams to drive preventive and control improvements., * Production issues are detected early and resolved quickly. * Incidents are documented clearly and consistently, with compliance visibility where required. * Reduced repeat issues through strong root cause analysis and follow-through. * High confidence from leadership, risk, and compliance teams in platform stability and controls. ## Related Videos - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Transforming Education: A Journey from interactive Markdown to Remote-Labs](https://www.wearedevelopers.com/videos/941-transforming-education-a-journey-from-interactive-markdown-to-remote-labs) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) - [Hello JARVIS - Building Voice Interfaces for Your LLMS](https://www.wearedevelopers.com/videos/1641-hello-jarvis-building-voice-interfaces-for-your-llms) - [How to Build Truly Production-ready Apps - Modern JS-based SaaS Stack for Indie Devs and Small Teams](https://www.wearedevelopers.com/videos/246-how-to-build-truly-production-ready-apps-modern-js-based-saas-stack-for-indie-devs-and-small-teams) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Highest Paying Tech Companies in Europe](https://www.wearedevelopers.com/magazine/162-highest-paying-tech-companies-in-europe) - [React Developer Salary [2023]](https://www.wearedevelopers.com/magazine/198-react-developer-salary-2023) - [DevOps Engineer Salary [2023]](https://www.wearedevelopers.com/magazine/203-devops-engineer-salary-2023)