Product Technical Support Analyst Lead

Worldpay (FIS)

London, GBR
On-site
Technical escalation point
Payment processing support
Incident triage and resolution
Act as the lead technical escalation point for complex incidents, problems, and client issues related to Trax / Payment Hub products

Job Summary

  • Act as the lead technical escalation point for complex incidents, problems, and client issues related to Trax / Payment Hub products.
  • Support and coach technical support analysts, setting standards for quality, documentation, and client engagement.
  • Contribute to operational improvements, including monitoring, alerting, runbooks, knowledge articles, and support tooling.

Matching Summary

Act as the lead technical escalation point for complex incidents, problems, and client issues related to Trax / Payment Hub products.

Skills & Requirements

Must-have

  • Technical escalation point
  • Payment processing support
  • Incident triage and resolution
  • Root cause analysis
  • Client communication

Nice-to-have

  • Mentoring support analysts
  • Operational improvements
  • Release readiness participation
  • Additional languages (French/German)

Key Requirements

  • 5+ years of relevant experience
  • Bachelor’s degree or equivalent experience
  • Experience in payments or financial services
  • Technical lead experience preferred

Work Rights

Not specified

Tailored Resume

Cover Letter