Production Support & Issue Management Specialist

About the Company

ClarityPay is a fast-growing fintech redefining the point-of-sale credit market. Based in NYC and Atlanta, the platform empowers large merchants with configurable "Pay-Over-Time" tools, including monthly installments, BNPL, and revolving products.

Responsibilities

• Monitor live production systems, transaction flows, APIs, and third-party integrations
• Detect, triage, and investigate production issues and system anomalies
• Own incident intake, prioritization, escalation, and coordination
• Lead incident response calls and maintain real-time communication with stakeholders
• Drive post-incident reviews and root cause analysis
• Document incidents, issues, root causes, and remediation actions for auditability
• Prepare and submit issue documentation to Compliance, Risk, Legal, or Audit teams
• Maintain incident logs, runbooks, and operational playbooks
• Track and report key operational metrics like MTTR and incident volume

Requirements

• 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 for incident and compliance documentation

Preferred Qualifications

• Experience with monitoring tools such as Datadog, Splunk, CloudWatch, New Relic, or 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