Own Critical Incident Management
Lead and coordinate responses to high-severity (SEV1) production incidents
Act as the technical liaison between Engineering, Product and business stakeholders
Drive Root Cause Analysis (RCA) activities and ensure corrective actions are completed
Maintain clear and timely communication throughout incident lifecycles
Investigate Complex Production Issues
Analyse logs, telemetry, stack traces and application behaviour to identify root causes
Use tools such as Splunk, Grafana and SQL to diagnose issues
Differentiate between code defects, configuration problems, data issues and infrastructure-related failures
Provide advanced technical support for escalated issues beyond standard support capabilities
Improve Platform Reliability
Detect patterns and recurring issues before they become customer-impacting incidents
Monitor post-release performance and identify emerging risks early
Partner with engineering teams to drive long-term fixes and technical improvements
Reduce incident volume and improve operational resilience over time
Support Product & Engineering Delivery
Triage bugs and feature requests with a consistent, impact-driven approach
Contribute operational context to backlog refinement and planning sessions
Assist with story refinement, edge-case identification and acceptance criteria
Advocate for improvements to tooling, processes and operational practices

3+ years' experience in Production Support, Application Support, Site Reliability, Software Engineering, or a similar role
Strong SQL skills and experience investigating complex data issues
Experience working with observability and monitoring platforms such as Splunk, Grafana or similar
Ability to read and debug application code (experience with C#, Java or similar languages is highly regarded)
Understanding of web applications, APIs and cloud-hosted SaaS environments
Familiarity with CI/CD pipelines and deployment processes
Experience using Jira or similar issue-tracking tools

Flexible working arrangements
A collaborative, supportive and growth-focused culture
Opportunities to work on complex technical challenges at scale
Career development and learning opportunities
The chance to make a real impact by helping protect businesses from payment fraud

Production Support Engineer

Key skills