Senior Product Support Engineer – FinTech

As a Senior Product Support Engineer, you are a technical and operational leader in the Fintech Support Engineering (L2) team. You: Own end-to-end production stability for one or more critical Fintech domains across BHFS and related platforms. Lead the L2 side of major incidents (P1/P2), ensuring rapid response, clear ownership and high‑quality communication. Drive systemic reliability improvements so that Engineering spends less time firefighting and more time on roadmap and innovation. Mentor Levels D and E and help shape the operating model, metrics and culture of the L2 function. Your impact is measured by reduced MTTR, fewer repeat incidents, reclaimed engineering capacity and improved stakeholder satisfaction. Key ResponsibilitiesEnd-to-End L2 Ownership & Operating Model Act as the accountable L2 owner for one or more high‑impact areas (e.g., Payment Lifecycle + 2WM, PSP Settlements, Payreport, RegTech Platform). Define and maintain L2/L3 boundaries and RACI with Product Engineering to avoid blurred ownership. Shape and refine the L1 → L2 → L3 model for your domain, ensuring that: L1 knows what to route, and how. L2 has clear authority and tools. L3 is only pulled in when code‑level or deep architectural changes are required. Major Incident Leadership (P1/P2) Lead P1/P2 incidents for your domain from the L2 side: Quick triage and scope impact across Finance, Accounting, BHFS, PayOps, ABU, TBU and downstream systems. Orchestrate investigation across L2 engineers, L3 teams and external partners (PSPs, vendors). Ensure that communication to stakeholders is timely, accurate and consistent. Decide and coordinate short‑term mitigations vs long‑term fixes, always aiming to “fix fast, fix right, fix forever”. RCA, Tech Debt & Preventive Improvements Own the RCA process for recurring and high‑impact incidents in your area: Ensure RCAs are deep, honest and evidence‑based. Identify tech debt, design limitations and process gaps. Convert findings into a prioritised improvement backlog in partnership with Product Engineering. Champion automation and prevention: Push for self‑healing mechanisms, stronger guards, better validation and improved observability. Challenge teams when the same pattern recurs without structural fixes. Operational Excellence & Metrics Define and track core success metrics for your domain, such as: MTTR for P1/P2 incidents. % reduction in repeat incidents over time. Estimated engineering hours saved from operational work. Stakeholder satisfaction scores for support. Number and impact of systemic improvements delivered. Use metrics to drive continuous improvement, influence prioritisation and demonstrate ROI of the L2 function to leadership. Runbooks, Standards & Governance Set the standard for runbooks, SOPs and playbooks, especially for high‑risk flows with financial or regulatory impact. Establish governance to ensure operational documentation stays: Up to date after system changes. Auditable and compliant. Easy for D/E-level engineers and L1 teams to understand and execute. Promote strong documentation and rotation models to avoid knowledge silos. Mentoring, Coaching & Team Development Coach Level D and E engineers on: Architecture and data flows. Advanced troubleshooting techniques. Writing high‑quality RCAs and stakeholder updates. Provide input into hiring, onboarding, performance and growth for L2 engineers, helping to build a strong internal talent pipeline. Stakeholder & Leadership Engagement Act as a trusted partner for Fintech Engineering, Product and Business leaders, representing L2 in planning and review forums. Provide data-backed narratives about stability, incident trends and operational risks. Influence roadmaps to ensure operability, observability and reliability are first‑class citizens. Required Qualifications & SkillsTechnical Skills (Must-have) 3–8 years in roles with significant responsibility for production systems (Senior Support, DevOps/SRE, Backend, Systems/Operations Analyst or similar). Advanced SQL skills; expert at analysing and reconciling complex data sets from multiple sources. Deep experience with observability stacks (Grafana/DataDog/Prometheus + ELK/Kibana/CloudWatch/Sentry), including designing new dashboards and alerts. Strong proficiency in at least one programming language (e.g., Python, Java) plus scripting (e.g., Bash); capable of designing and maintaining internal tools. Solid understanding of distributed systems and event-driven architectures (microservices, queues/streams like Kafka, retries, idempotency, backpressure). Proven track record leading incidents and RCAs and driving technical changes based on findings. Soft Skills Excellent leadership in crisis situations: calm, structured, decisive. Exceptional communication skills, both written and verbal, across technical and non‑technical audiences. Strong influencing skills, able to align multiple teams around preventive changes and long‑term fixes. Passion for mentoring and growing other engineers. Strategic mindset; able to balance immediate firefighting with medium‑ and long‑term resilience improvements. Nice-to-HaveDeep domain knowledge in payments, fintech, reconciliation, accounting or regulatory reporting. Experience defining or managing SLIs/SLOs and reliability targets. Exposure to audit, risk and compliance requirements for financial systems (e.g., PCI, PII, SOX-style controls). Participation in architecture/design reviews with a focus on supportability and operability. EducationBachelor’s degree in Computer Science, Information Technology, Engineering or a related technical discipline; or equivalent experience operating complex production systems at scale. Pre-Employment Screening If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.