Global Payments Support Lead & Incident Mentor

Littlepay; United Kingdom; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Hybrid work model

Flexible leave options

Company-wide paid day off

Hybrid working conditions

Wellbeing support

Job summary

Littlepay seeks a Senior Technical Support Analyst to keep our global payments platform reliable, working with Engineering, Product and Delivery to investigate complex issues, support customers and drive improvements. You’ll mentor teammates and lead incident responses while shaping support practices to reduce risk and improve outcomes.

You’ll report to the Technical Support Manager and play a key role in triaging, diagnosing and resolving issues, with a strong emphasis on customer outcomes and

Qualifications

• Experience delivering technical support for a SaaS platform.
• Strong troubleshooting across APIs and distributed systems.
• Proficient in SQL for investigations and validation.
• Familiar with observability concepts: logs, metrics, traces.
• Experience leading major incidents and PIRs/retrospectives.
• Ability to drive operational improvements cross-functionally.
• Experience with ITIL or structured service management practices.

Responsibilities

• Lead complex issue investigations across payment flows with internal/external teams.
• Troubleshoot partner integrations and validate API requests/responses.
• Coordinate high-severity incident responses and post-incident reviews.
• Drive problem management and preventative actions for recurring issues.
• Improve monitoring and operational readiness to boost availability.
• Turn support insights into platform improvements with Engineering/Product teams.
• Mentor and coach junior analysts and share knowledge.
• Maintain and improve documentation, guides and playbooks.
• Oversee changes and releases from an operational risk perspective.

Skills

Technical support

APIs

SQL

Postman

Observability

Cloud

Incident response

ITIL

Tools

Postman

Job description

Littlepay seeks a Senior Technical Support Analyst to keep our global payments platform reliable, working with Engineering, Product and Delivery to investigate complex issues, support customers and drive improvements. You’ll mentor teammates and lead incident responses while shaping support practices to reduce risk and improve outcomes.

You’ll report to the Technical Support Manager and play a key role in triaging, diagnosing and resolving issues, with a strong emphasis on customer outcomes and