Support Lead

Andersen is hiring a Support Lead for a project building and scaling secure 24/7 technical support operations for a payments and fintech platform.

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:

• Building and owning the L1 support function for the UCL BAU Support workstream from the ground up. 
• Personally performing L1 support duties during defined working hours in the initial phase, prior to team expansion. 
• Defining and documenting support processes: incident intake, triage, escalation paths to L2/L3, DevOps, and DBA teams. 
• Developing the core documentation set required for support operations: runbooks, escalation matrices, knowledge base, on-call procedures. 
• Designing the roadmap for scaling from single-person coverage to a full 24/7 shift-based team (hiring plan, shift schedules, coverage model). 
• Establishing monitoring and alerting practices in coordination with the infrastructure team to ensure timely incident detection. 

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 (EC2, monitoring/logging services, IAM) and Linux administration. 
• Experience with incident management and ticketing tools (e.g., Jira Service Management or similar ITSM). 
• Ability to create and maintain runbooks, escalation matrices, and support documentation. 
• Understanding of ITIL-based support processes (incident, problem, change management). 
• Willingness to work defined hours initially and personally cover support duties before team expansion. 
• Awareness of PCI DSS / security-sensitive operational environments.
• Level of English – from Upper-Intermediate+ and above.