Support Lead

Andersen is seeking a Support Lead to build and scale secure 24/7 technical support operations for a high-stakes payments and fintech platform. You will play a pivotal role in establishing support processes from the ground up, ensuring compliance with strict security standards while managing incident response and team growth.

Key responsibilities

• Build and own the L1 support function, initially performing hands-on support duties.
• Define and document core support processes, including incident intake, triage, and escalation paths.
• Develop essential documentation such as runbooks, knowledge bases, and on-call procedures.
• Design a roadmap for scaling support operations to a full 24/7 shift-based model.
• Ensure all operations align with high-availability SLA commitments and PCI DSS requirements.

Requirements

• 3+ years of experience in L1 technical support, NOC, or service desk roles.
• Solid understanding of AWS fundamentals and Linux administration.
• Proven ability to create and maintain technical documentation and runbooks.
• Familiarity with ITIL-based support processes and incident management tools.
• Upper-Intermediate or higher proficiency in English.

What we offer

• Opportunities to work with industry leaders across various global business domains.
• Access to a comprehensive corporate training portal and knowledge base.
• Support for professional growth through mentoring and adaptation programs.
• Compensation for professional certifications and a robust referral program.