Support Lead

Andersen is hiring a Support Lead for a project building and scaling secure 24/7 technical support operations for a payments and fintech platform. 

Andersen is a pre-IPO software development company that provides a full cycle of services, following project management standards and best practices. For over 19 years, we have been helping enterprises and middle-sized firms transform their businesses by creating effective digital solutions using innovative technologies. Our diverse expertise extends across FinTech, Healthcare, Retail, Telecom, Media & Entertainment, Logistics, Travel & Hospitality, eCommerce, and more.  

The project is focused on establishing and scaling technical support operations for a payments and fintech platform operating under strict PCI DSS compliance requirements. It includes incident management, support process development, documentation, and building a reliable 24/7 support model to ensure stable and secure service operations. 

Responsibilities: 

• Building and owning the L1 support function for the UCL BAU Support workstream from the ground up. 

• Personally performing L1 support duties during defined working hours in the initial phase, prior to team expansion. 

• Defining and documenting support processes: incident intake, triage, escalation paths to L2/L3, DevOps, and DBA teams. 

• Developing the core documentation set required for support operations: runbooks, escalation matrices, knowledge base, on-call procedures. 

• Designing the roadmap for scaling from single-person coverage to a full 24/7 shift-based team (hiring plan, shift schedules, coverage model). 

• Establishing monitoring and alerting practices in coordination with the infrastructure team to ensure timely incident detection. 

• Ensuring support operations align with SLA commitments (99.99% / 99.9% uptime tiers) and PCI DSS operational requirements. 

• Coordinating with Project Management, Architecture, and Security stakeholders to align support scope with production readiness and compliance timelines. 

• Tracking recurring incidents and drive continuous improvement of support processes and documentation. 

• Reporting on supporting KPIs/SLA performance to the Service Manager. 

Requirements: 

• Experience in L1/technical support or NOC/service desk roles, including shift-based or on-call work for 3+ years. 

• Solid understanding of AWS fundamentals (EC2, monitoring/logging services, IAM) and Linux administration. 

• Experience with incident management and ticketing tools (e.g., Jira Service Management or similar ITSM). 

• Ability to create and maintain runbooks, escalation matrices, and support documentation. 

• Understanding of ITIL-based support processes (incident, problem, change management). 

• Willingness to work defined hours initially and personally cover support duties before team expansion. 

• Awareness of PCI DSS / security-sensitive operational environments. 

• Level of English – from Upper-Intermediate+ and above.   

Nice to Have: 

• Prior experience in payment systems / PSP integrations. 

• Experience building or scaling a support team from scratch. 

• Familiarity with AWS security/monitoring tooling (CloudWatch, CloudTrail, Security Hub, KMS). 

• Experience with SFTP/OpenSSH-based file transfer environments. 

• PCI DSS or ISO 27001 exposure. 

• Experience defining SLA/OLA frameworks (e.g., 99.99% / 99.9% uptime tiers). 
  

Reasons why this job would be interesting to you: 

• Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc.. 

• The opportunity to change the project and/or develop expertise in an interesting business domain. 

• Job conditions – you can work both fully remotely and from the office or can choose a hybrid variant. 

• Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee. 

• The opportunity to earn up to an additional 1,000 EUR per month, depending on the level of expertise, which will be included in the annual bonus, by participating in the company's activities. 

• Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated. 

• Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies). 

• Certification compensation (AWS, PMP, etc). 

• Referral program. 

• Private health insurance and sports compensation, depending on the type of employment. 

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