Production Support - Senior Engineer

Hyperlayer; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Performance-based bonus

25 days annual leave plus birthday off

Critical illness and life insurance

AXA PPP Health Insurance with gym

Job summary

Hyperlayer in the United Kingdom is seeking a Senior Sustaining Engineer for our Production Support team. You’ll lead on-call incident response across B2B/B2C SaaS environments, drive RCAs, and help deliver customer-facing improvements while maintaining high availability.

This role is office-based with follow-the-sun collaboration across UK/US/Canada, NZ/India. You will mentor engineers, refine ITILv4-aligned processes, and ensure 99.99% availability, with compensation for out-of-hours on-call

Qualifications

• Bachelor's degree in computer science, engineering, or a related field.
• 5+ years in sustaining engineering, DevOps, or software eng with incident response focus.
• Experience with event-driven architectures (NATS/JetStream, Redis clustering).
• Familiarity with monitoring/incident tools e.g., Datadog/Rootly and SLAs like MTTA/MTTR.
• Knowledge of ITILv4 principles and continuous improvement in global teams.

Responsibilities

• Act as primary responder in a 24x7 on-call rotation for high-priority incidents to minimize customer impact.
• Conduct root-cause analysis for complex issues and deliver RCAs within 5 business days for Sev1/Sev2 incidents.
• Lead development/deployment of small customer-facing features while ensuring change success rates ≥99%.
• Mentor mid- and junior-level engineers within a global rota and share knowledge.
• Drive software maintainability initiatives to achieve availability ≥99.99%.
• Participate in post-incident reviews and improve runbooks and response processes.
• Collaborate with infrastructure to monitor system health and identify stability improvements.

Skills

Incident response

Mentoring engineers

Cross-functional collaboration

Geo-distributed teams

Education

Bachelor's degree in CS/Engineering

Tools

Golang

Java

NATS/JetStream

Redis

Datadog

Rootly

CloudWatch

AppDynamics

Job description

Hyperlayeris a B2B product company, building a platform to revolutionise the world of payments.Hyperlayertransforms digital wallets into smart wallets that change the way people, and businesses, spend money.Wallets powered byHyperlayerlet consumers withdraw money from multiple accounts with a single tap, for a specific purpose.

Our platform enables capabilities such as connecting specific accounts with targeted brand spending, it gives merchants and customers access tocutting-edgerewards, and since spending is social,Hyperlayersupports group saving,sharingand spending. All in one platform.

Hyperlayeris working with large retailers and financial institutions. Our product introduces innovation to these industries to create solutions: helping consumers, families, and groups improve their financial wellbeing by making their money go further.

About the role

• As a small, agile company, we thrive on collaboration, innovation, and accountability.
• As a Senior Sustaining Engineer on our Production Support team,you’llbe an essential partofmaintainingthe stability and reliability of our fintech platform's B2B, B2C, and SaaS production environments.You’lllead the technical response to complex incidents, work closely with cross-functional and global teams to resolve recurring issues, and contribute to the development of customer-requested features.
• With a focus on improving software maintainability, system resilience, and meeting contractual SLAs,you’llmentor engineers across the team and drive continuous improvement in our ITILv4-aligned processes and codebase. This role supports our follow-the-sun 24x7 model, with on-call rotations across UK, US/Canada, and NZ/India teams.
• This positionoperatesduring standard business hours (Monday–Friday). The role also includes participation in an out‑of‑hours on‑call rotation, withadditionalcompensation providedin accordance withcompany policy. While we collaborate closely with global teams (UK, US/Canada, NZ/India) in a follow‑the‑sun model, primary work hoursremainaligned to the weekday schedule.
• This is an office-based role, with regular in-person collaboration in the office.

What you'll do

• Act as a primary responder in a 24x7 on-call rotation for high-priority incidents, ensuring fast acknowledgment (MTTA targets) and resolution to minimize customer impact in our event-driven fintech platform
• Conduct root-cause analysis (RCA) for complex issues, collaborating closely with development teams to implement robust solutions and deliver RCAs within 5 business days for Sev1/Sev2 incidents.
• Lead the development and deployment of small, customer-facing features and improvements, ensuring alignment with business needs and system requirements while adhering to change success rates ≥99%.
• Work with mid- and junior-level engineers, providing guidance in incident response, troubleshooting best practices, and coding standards within a global rota, including handovers and knowledge sharing via tools likeRootly.
• Take ownership of software maintainability initiatives,identifyingand implementing optimizations, and enhancing system performance to achieve availability ≥99.99% (four nines).
• Participate in regular post-incident reviews (blameless retros), documenting lessons learned and suggesting improvements to incident response processes and runbooks for our technology stack.
• Collaborate with the infrastructure team tomonitorsystem health and proactivelyidentifyareas for improvement in stability and efficiency using tools like Datadog,Rootly, and CloudWatch/AppDynamics.

Qualifications

• Bachelor's degree in computer science, Engineering, or a related field.
• Minimum of 5+ years of experience in sustaining engineering, DevOps, or software engineering with a focus on incident response and system reliability in fintech or regulated environments.
• Advanced troubleshooting skills and experience with Golang (preferred), Java, or similar languages, plus familiarity with event-driven architectures (e.g., NATS/JetStream, Redis clustering).
• Strong familiarity with monitoring and incident response tools (e.g., Datadog,Rootly) and experience implementing improvements in similar systems to meet SLAs like MTTA/MTTR.
• Proven ability to conduct in-depth root-cause analysis and implement long-term fixes in compliance-aware settings (e.g., GDPR/FCA-aligned).
• Experience mentoring or guiding mid-level engineers, with a focus on knowledge sharing and process improvements in geo-distributed teams.
• Awareness of ITILv4 principles (e.g., incident/change management) and tools likeRootlyfor unified workflows.
• Strong communicationskills and the ability to work collaboratively with both technical and non-technical teams across time zones.

Working at Hyperlayer

We value our team and are proud to offer some great benefits:

• A performance-based employee bonus scheme.
• 25 days annual leave plus bank holidays, a day off on your birthday, and anadditionalday per year of tenure to a maximum of 30.
• Critical illness and life insurance cover.
• AXA PPP Health Insurance, including gym offers.

Equity, diversity, and inclusion

Hyperlayer’smission is to make a positive impact on people’s lives, making it easier for everyone tomanagetheir money.

Hyperlayer’s commitment to equity, diversity, and inclusion is a key part of this; it helps us better serve our customers, employees, and business partners from every background.

We are constantly learning and striving to do better, and we expect all staff to actively take part in this process.

Data Privacy

As part of our recruitment process,HyperlayerLimited collects and processes personal data relating to job applicants.

We are committed to being transparent about how we collect and use this data and to meeting our data protection obligations. To read more click here .