Support Lead

Andersen is seeking a dedicated Support Lead to join a project focused on building and scaling secure 24/7 technical support operations for a prominent payments and fintech platform. You will play a pivotal role in establishing support functions from the ground up, ensuring stable and secure service operations within a high-compliance environment.

Key responsibilities

• Building and owning the L1 support function for the BAU Support workstream from the ground up.
• Personally performing L1 support duties during defined working hours in the initial phase before team expansion.
• Defining and documenting support processes, including incident intake, triage, and escalation paths to L2/L3, DevOps, and DBA teams.
• Developing a core documentation set, such as runbooks, escalation matrices, knowledge bases, and on-call procedures.
• Designing the roadmap for scaling from single-person coverage to a full 24/7 shift-based team.

Requirements

• Over 3 years of experience in L1/technical support, NOC, or service desk roles, including shift-based or on-call work.
• Solid understanding of AWS fundamentals, including EC2, monitoring/logging services, and IAM, alongside Linux administration.
• Proven experience with incident management and ticketing tools like Jira Service Management.
• Strong ability to create and maintain technical documentation, runbooks, and escalation matrices.
• Understanding of ITIL-based support processes and awareness of PCI DSS or security-sensitive operational environments.
• Upper-Intermediate or higher level of English proficiency.

What we offer

• Opportunity to build a support department from scratch in a fintech environment.
• Professional growth within a global company working on complex, high-stakes projects.
• Full remote work environment with clear operational responsibilities.