Techical Support Lead
Posted 1 day 8 hours ago by Silverbear Ltd.
Permanent
Full Time
Other
Oxfordshire, Reading, United Kingdom, RG1 1JL
Job Description
Technical Support Lead (Payments / API / Incident Management) 
Location: Reading
Competitive salary + benefits
ClearAccept is expanding, and we're hiring a Technical Support Lead to take ownership of technical incidents, escalations and support processes for our cloud-native payments platform used by 5,000+ merchants.
This is a high-impact role where you'll work closely with Engineering, SRE, DevOps, Product and Operations to keep our platform stable and continuously improving as we scale.
What You'll Be Doing- Lead and manage technical incidents and escalations
- Triage and prioritise support tickets with Dev/SRE/DevOps
- Analyse API logs, JSON payloads and system behaviour
- Support merchant onboarding, transaction flows & payouts
- Build and improve incident processes, SLAs and playbooks
- Identify recurring issues and drive root-cause fixes
- Strong experience in Technical Support or Incident Management
- Background in payments (gateway, acquirer, card processing)
- Solid understanding of authorisation, settlement & reconciliation
- Confident with API testing, log analysis and monitoring tools
- Analytical, calm under pressure and strong communicator
- Work on modern, cloud-native payments technology
- Ownership and autonomy in a core operational role
- Collaborate with talented engineers and product teams
- Opportunity to shape how we scale our support function
Apply now and be part of our next stage of growth.