Production Support & Issue Management Specialist

(FinTech / Payments / Embedded Lending Platform)

About Us:

At ClarityPay, we're redefining the point-of-sale credit market to bring more value to merchants. Based in NYC and Atlanta, our fast-growing fintech empowers large merchants with configurable “Pay-Over-Time” tools— including monthly installments, BNPL, and revolving products. We solve complex credit challenges with speed, precision, and intelligence—combining deep expertise with advanced tech to deliver better outcomes, every time.

Our clients rely on us to help them serve their customers, grow, and build loyalty. Our values guide everything we do: we put merchants first, stay data-driven, always know the why, learn relentlessly, and win together as a team. This clarity of purpose fuels our commitment to delivering exceptional customer experiences at speed and scale.

Role Overview

We are seeking a Production Support & Issue Management Specialist to ensure the stability, reliability, and smooth operation of our production systems. This role owns real-time monitoring, incident response, issue documentation, and compliance-facing reporting across our fintech platform, serving as the central point of coordination during production events.

You will work cross-functionally with Engineering, Product, Risk, Operations, and Compliance to minimize customer impact, resolve issues quickly, and ensure proper documentation and controls are maintained.

Key Responsibilities

Production Monitoring & Support

• Monitor live production systems, transaction flows, APIs, and third-party integrations.

• Detect, triage, and investigate production issues and system anomalies.

• Assess customer, merchant, operational, and financial impact of incidents.

• Validate fixes and monitor platform stability post-resolution.

Incident & Issue Management

• Own incident intake, prioritization, escalation, and coordination.

• Lead incident response calls and maintain clear, real-time communication with stakeholders.

• Track incident timelines, actions, and decisions from detection through resolution.

• Drive post-incident reviews and root cause analysis.

Issue Documentation & Compliance Support

• Document incidents, issues, root causes, and remediation actions in a structured and auditable manner.

• Prepare and submit issue documentation to Compliance, Risk, Legal, or Audit teams where required.

• Support regulatory, audit, and internal control reviews with accurate incident records and reporting.

• Ensure issues with compliance or regulatory impact are escalated appropriately and tracked to closure.

Cross-Functional Coordination

• Act as the primary liaison between Engineering, Product, Operations, Risk, Support, and Compliance teams during incidents.

• Ensure clear handoffs and accountability for remediation and preventive actions.

• Support releases, configuration changes, and production deployments.

Reporting, Controls & Continuous Improvement

• Maintain incident logs, runbooks, and operational playbooks.

• Track and report key operational metrics (MTTR, incident volume, repeat issues, compliance-impacting events).

• Identify recurring issues and partner with teams to drive preventive and control improvements.

Qualifications

Required

• 4–6 years of experience in production support, incident management, or technical operations.

• Experience supporting live systems in fintech, payments, lending, or SaaS environments.

• Strong troubleshooting and analytical skills using logs, dashboards, and metrics.

• Ability to manage high-pressure situations with calm, structured decision-making.

• Strong written communication skills, particularly for incident and compliance documentation.

Preferred

• Experience with monitoring and alerting tools (Datadog, Splunk, CloudWatch, New Relic, PagerDuty).

• SQL experience for data investigation and reconciliation.

• Familiarity with APIs, transaction processing, and third-party integrations.

• Exposure to ITIL, SOC, or regulatory incident management frameworks.

What Success Looks Like

• Production issues are detected early and resolved quickly.

• Incidents are documented clearly and consistently, with compliance visibility where required.

• Reduced repeat issues through strong root cause analysis and follow-through.

• High confidence from leadership, risk, and compliance teams in platform stability and controls.