Technology Support Lead

What you'll do

• Serve as the technical production owner for critical merchant payment services to ensure reliability and scalability.
• Evaluate production readiness for new releases to ensure operational controls, resiliency, and observability requirements are met.
• Lead technical response and restoration efforts during major production incidents to accelerate recovery.
• Partner with development teams to identify recurring failure patterns and drive root cause remediation.
• Define and improve SLOs, SLIs, error budgets, and monitoring telemetry for production services.
• Design and implement automation to reduce manual effort and improve mean time to resolution.
• Lead resiliency planning, failover testing, and recovery validation exercises.
• Maintain production governance including access controls, runbooks, audit readiness, and operational procedures.

What we're looking for

• Extensive experience supporting large-scale, mission-critical production environments in high-volume transaction or payment platforms.
• Five years applying Production Engineering or Site Reliability Engineering principles to improve reliability and operational performance.
• Proven experience leading complex production incidents, root cause analysis, problem management, service restoration, and recurrence elimination.
• Experience supporting highly available distributed systems across cloud, hybrid, and enterprise technology environments.
• Strong knowledge of observability, monitoring, telemetry, event management, dashboards, alerting, and operational intelligence.
• Working knowledge of AWS services, cloud operations, and cloud-native operational practices.
• Experience developing automation using scripting, system integrations, engineering tooling, CI/CD pipelines, or release automation.
• Demonstrated experience with enterprise-approved AI-assisted software engineering tools and responsible AI practices.