Production Support Engineer II – UK

About This Opportunity

We are representing a confidential fintech organization seeking a Production Support Engineer II for their London office. This role offers flexible remote work within the UK or office-based options. Our client operates a high-volume card issuing platform, and you'll be integral to maintaining seamless service delivery for their B2B customers.

As the first point of contact for technical issues, you'll combine deep technical knowledge with excellent communication skills to resolve complex problems and advocate for customer needs across the organization.

Responsibilities

• Serve as product expert and primary technical contact for customer inquiries
• Take ownership of support tickets, emails, and escalations with a focus on quality resolution
• Perform root cause analysis and develop corrective action plans for production issues
• Monitor production transaction volume, functionality, capacity, and performance
• Participate in on-call rotation to ensure 24/7 service availability
• Collaborate cross-functionally with Product, Engineering, and Operations teams
• Document processes, product learnings, and industry insights to identify trends and improvement opportunities
• Proactively optimize issue resolution and implement preventive measures

What We're Looking For

• 2-3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers
• Strong written and verbal communication skills with ability to translate technical concepts for non-technical stakeholders
• Experience with ticketing systems such as Salesforce, Jira, or Confluence
• Solid understanding of API technologies and troubleshooting (HTTP response codes, cURL, etc.)
• Comfortable working within Linux environments
• Intermediate SQL knowledge with relational database experience preferred
• Scriptwriting capabilities in Python, Ruby, Shell, or similar languages
• Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumLogic, Grafana, Datadog, or New Relic
• Ability to work flexibly through on-call rotations and maintain high productivity with minimal supervision
• Demonstrated ability and desire to learn new technologies quickly
• Experience in payments and/or accounting systems preferred
• Prior experience at a high-growth company is advantageous
• Card payments industry background is a plus

How We Work With You

When you apply through Get A Job.ai, our talent team will review your application and contact qualified candidates for an initial screening conversation. We'll discuss your background, the role requirements, and answer your questions about our client and the opportunity.

If there's a strong mutual fit, we'll submit your profile to our client for consideration. The typical interview process includes a recruiter phone call, hiring manager video interview, technical assessment, and virtual onsite meetings with the team.

Important: Please apply only through Get A Job.ai. Do not attempt to contact the client directly, as this may disqualify your application.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Our client offers comprehensive benefits including premium private medical and dental coverage, generous time off with additional floating holidays, retirement savings program with company contributions, equity participation, monthly remote work stipend, annual development stipend, family-forming benefits with up to 20 weeks parental leave, and wellbeing programs.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from all qualified candidates regardless of race, ancestry, national origin, color, citizenship, religion, sex, sexual orientation, gender identity, gender expression, marital status, family status, disability, veteran status, or any other characteristic protected by law.