Technical Operations Specialist

Seeking a Technical Operations Specialist. This permanent role is at the heart of their UK operations, providing critical technical support and ensuring seamless collaboration between the UK and US teams. This remote role involves regular travel to London for team days and in-person collaborations.

Are you ready to apply Make sure you understand all the responsibilities and tasks associated with this role before proceeding.

Key Responsibilities:

Technical Support and Investigation

Owning day-to-day technical support for the business - investigation, troubleshooting, and root-cause analysis of technical issues.
Managing client-facing tickets through Salesforce and providing timely updates on ongoing issues.
Completing initial diagnostics and issue reproduction to enable clean hand-off to engineering when necessary.
Running database queries and technical investigations to identify and diagnose issues.
Owning the reporting for UK bugs - triage, investigation, and escalation to engineering.
Being the primary technical escalation point for the UK CX team.

Release Quality-UAT and QA

Executing and signing off UAT for UK product releases.
Running QA checks on UK-relevant tickets before moving to UAT.
Coordinating with the US engineering and product teams on UK release timing and quality.
Testing UK-specific mobile app releases and functionalities.
Providing quality sign-off before releases go live for UK clients.

Engineering and Product Liaison

Owning UK-side Jira ticket management - authoring, prioritisation, escalation, and follow-through.
Working directly with the US technical project manager on UK improvement specifications and requirements.
Feeding UK-specific client feedback and technical requirements into the product pipeline.
Participating in weekly operational stand-ups, tech and release planning calls, and monthly cross-team meetings with the US technology team.
Supporting product partnership work with technical grounding in product decisions.

Vendor and Partner Technical Relationships

Day-to-day technical liaison with issuing partners - investigation, ticket escalation, and technical improvement discussions.
Managing operational technical relationships with vendors, including accounting software integration partners and other technology vendors as required.
Escalating and troubleshooting vendor-side issues on behalf of the UK business.
Attending vendor technical meetings and representing business technical requirements.

Incident Management

First-line investigation and management of technical incidents affecting the UK business.
Escalation to the VP and US teams for major incidents or business-critical issues.
Post-incident review and documentation to prevent recurrence.

Client-Facing Technical Support

Handling escalated technical queries from clients, cardholders, and production accounting teams.
Investigating and resolving export issues into accounting software.
Supporting the CX team with technical context for complex client cases.
Building and maintaining technical documentation and playbooks for common issues.

Continuous Improvement

Identifying workflow inefficiencies and proposing practical improvements.
Partnering with US teams on tooling, AI, and process improvement initiatives.
Contributing to the tech intake process and prioritisation of technical work.
Documenting technical processes and building the technical knowledge base.

Job Requirements:

Essential Experience

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

Essential Skills and Attributes

Strong technical judgement, able to prioritise and escalate appropriately.
Self-directed and comfortable operating independently with minimal supervision.
Excellent written and verbal communication skills, capable of translating technical details for non-technical stakeholders.
Structured and process-oriented, with a disciplined approach to technical workflows and documentation.
Confidence in client-facing situations, comfortable troubleshooting live with clients or on calls with production accounting teams.
Collaborative, working well with distributed teams across different time zones.

Desirable

Familiarity with Equals, Marqeta, or similar card issuance platforms.
Exposure to AI-assisted tooling, workflow automation, or modern process improvement methods.
Experience with accounting software integrations.
Prior experience in a growing or scaling business.
On-call or incident-response experience.

Benefits:

25 days holiday (plus bank holidays), increasing with service up to 30 days.
Annual discretionary bonus and salary reviews.
6% employer pension contribution.
Private Medical Insurance (individual cover).
Health Cash Plan (individual cover).
Employee Assistance Programme.
Group Life Assurance scheme.
Enhanced Company Sick Pay.
Enhanced Family Leave Pay (Maternity/Paternity/Adoption).
Employee Incentive Schemes.
Access to Cycle to Work and Tech salary sacrifice schemes.
Death in Service (x4 basic salary).
Free access to the Calm app.
Free access to LinkedIn Learning. xohmjla

If you are an experienced professional looking to make a significant impact on the technical operations of a leading company, we would love to hear from you. Apply now to join our client's dynamic team.