Support Lead

Andersen is a pre-IPO software development company with over 19 years of experience providing full-cycle services and digital solutions. The project involves building and scaling secure 24/7 technical support operations for a payments and fintech platform under strict PCI DSS compliance, focusing on incident management and support process development.

• 3+ years in L1/technical support or NOC/service desk roles with shift-based or on-call experience.
• 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 processes: incident, problem, and change management.
• Willingness to personally cover support duties initially.
• Awareness of PCI DSS and security-sensitive operational environments.
• English language proficiency level Upper-Intermediate or above.

Nice to have:

• Prior experience with payment systems or PSP integrations.
• Experience building or scaling support teams.
• Familiarity with AWS security/monitoring tools (e.g., CloudWatch, CloudTrail, Security Hub, KMS).
• Experience with SFTP/OpenSSH file transfer environments.
• Exposure to PCI DSS or ISO 27001.
• Experience defining SLA/OLA frameworks (e.g., 99.99% / 99.9% uptime tiers).

• Build and own the L1 support function for the UCL BAU Support workstream.
• Personally perform L1 support duties during defined working hours initially.
• Define and document support processes including incident intake, triage, and escalation paths.
• Develop core documentation: runbooks, escalation matrices, knowledge base, on-call procedures.
• Design roadmap for scaling to a full 24/7 shift-based support team, including hiring plans and schedules.
• Establish monitoring and alerting with the infrastructure team.
• Ensure support operations meet SLA commitments and PCI DSS requirements.
• Coordinate support scope with Project Management, Architecture, and Security stakeholders.
• Track recurring incidents to continuously improve processes and documentation.
• Report on KPIs and SLA performance to the Service Manager.

The job requires a level of English from Upper-Intermediate and above. Personal data is protected under GDPR regulations as described by Andersen Soft UAB. The administrator of data is Andersen Soft UAB based in Krakow, Poland. Candidates must acknowledge data protection terms and recruitment process compliance.