ClarityPay
Production Support & Issue Management Specialist
New York City
Sponsorship not specifiedDetected 139 days ago
SQLDatadogIncident ResponseLeadershipCommunication
About the role
- 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.
Responsibilities
- Production Monitoring & Support
- Validate fixes and monitor platform stability post-resolution.
- Own incident intake, prioritization, escalation, and coordination.
- Lead incident response calls and maintain clear, real-time communication with stakeholders.
- 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.
- Support regulatory, audit, and internal control reviews with accurate incident records and reporting.
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.
- Experience with monitoring and alerting tools (Datadog, Splunk, CloudWatch, New Relic, PagerDuty).
- Familiarity with APIs, transaction processing, and third-party integrations.
- Incidents are documented clearly and consistently, with compliance visibility where required.
- Prepare and submit issue documentation to Compliance, Risk, Legal, or Audit teams where required.
- Required
- 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
- SQL experience for data investigation and reconciliation.
- Exposure to ITIL, SOC, or regulatory incident management frameworks.
- What Success Looks Like
- Production issues are detected early and resolved quickly.
Company info
- 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.
- 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.
- Track incident timelines, actions, and decisions from detection through resolution.
- 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.
- Incident & Issue Management
- 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
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This listing is sourced directly from ClarityPay's careers page and normalized into a canonical job model.