Technical Operations Specialist

Overview

In this role you will provide frontline technical support for the UK operations, coordinating closely with US teams to resolve issues and ensure smooth releases. You’ll own UK-specific incident management, QA/UAT for product launches, and Jira-based ticketing, while acting as the primary technical liaison for the UK CX team. The role blends hands-on troubleshooting with process improvement and cross-border collaboration, helping scale fintech operations. This position offers exposure to vendor relationships, product feedback loops, and continuous improvement initiatives.

Pay / Benefits

• 25 days holiday
• Discretionary annual bonus
• 6% employer pension contribution
• Private Medical Insurance
• Health Cash Plan
• Employee Assistance Programme

Responsibilities

• Own day-to-day technical support, troubleshooting, and root-cause analysis; manage client-facing tickets in Salesforce and provide timely updates
• Perform initial diagnostics and reproduce issues for engineering hand-off
• Run database queries to diagnose issues and own UK bug reporting and escalation to engineering
• Lead UAT and QA for UK product releases and coordinate with US teams on timing and quality
• Manage UK Jira tickets: authoring, prioritisation, escalation, follow-through; align with US Engineering on improvements
• Participate in stand-ups, release planning, and cross-team meetings with US technology team
• Liaise with vendors and issuing partners on technical requirements and issue resolution
• Handle first-line incidents and coordinate major incident responses with VP/US teams; post-incident reviews
• Create and maintain technical documentation and playbooks; support CX with technical context for complex cases
• Identify workflow inefficiencies and drive tooling, AI, and process improvement initiatives across teams
• Support product partnerships with technical grounding in product decisions
• Contribute to tech intake and prioritisation of technical work
• Engage in continuous improvement of UK-specific processes and knowledge base

Key requirements

• Experience in a technical operations, technical support, or technical services role within fintech, payments, banking, or financial services
• Hands-on investigation and troubleshooting experience, including running database queries and reading logs
• Experience with UAT and QA processes for software releases
• Experience authoring and managing tickets in Jira or similar tools
• Experience collaborating with engineering teams on issue investigation and specifications
• Familiarity with card issuance, payments processing, or related financial services infrastructure

• Strong technical judgement and prioritisation
• Self-directed with ability to work independently
• Excellent written and verbal communication; able to translate technical details for non-technical stakeholders
• Running database queries for diagnostics
• Salesforce for ticket management
• Jira for ticket management and workflow

…