Product Technical Support Analyst Lead in London

The Trax / Payment Hub Support team is responsible for the stability, performance, and client experience of mission‑critical payment and transaction processing platforms. The team operates in a high‑availability, client‑facing environment, supporting complex payment flows, integrations, and regulatory‑sensitive services across global markets. We partner closely with Product, Engineering, Operations, and Client Services to ensure incidents are resolved efficiently, root causes are addressed, and platform reliability continuously improves.

The Product Technical Support Analyst Lead is a senior hands‑on role that combines deep technical expertise with operational leadership. This role acts as the functional and technical escalation point for Trax / Payment Hub products, ensuring high‑quality support delivery, strong client communication, and effective coordination across internal teams. The role also plays a key part in driving support maturity, improving run‑the‑business processes, and mentoring analysts within the support function.

What You Will Be Doing

• Act as the lead technical escalation point for complex incidents, problems, and client issues related to Trax / Payment Hub products.
• Provide expert‑level application support across payment processing, transaction flows, integrations, and upstream/downstream dependencies.
• Lead incident triage, investigation, and resolution, ensuring timely recovery and clear, professional communication to clients and stakeholders.
• Drive root cause analysis and problem management, working closely with Product and Engineering to prevent recurrence.
• Support and coach technical support analysts, setting standards for quality, documentation, and client engagement.
• Partner with Client Services and Relationship teams to manage high‑impact or sensitive client situations.
• Contribute to operational improvements, including monitoring, alerting, runbooks, knowledge articles, and support tooling.
• Participate in release readiness, change reviews, and post‑implementation support activities.
• Ensure support processes align with service level commitments and regulatory or audit expectations.
• Promote a culture of accountability, collaboration, and continuous improvement within the support team.

What You Bring

• Either an equivalent combination of education, training, or work experience, or a Bachelor’s degree in business or a related field.
• 5+ years of relevant experience in application or product technical support, ideally within payments, transaction processing, or financial services.
• Strong application support background with experience supporting complex, high‑availability platforms.
• Excellent command of English; additional languages such as French or German are a plus.
• Proven ability to communicate ideas verbally and in writing in a clear, concise, and professional manner.
• Excellent communication and interpersonal skills, with the ability to build trusted relationships across client and internal stakeholder groups.
• Strong analytical and problem‑solving skills, using structured techniques and diagnostic tools.
• Solid human relations, negotiation, and documentation skills.
• Strong team skills, including the ability to establish and maintain effective working relationships internally and externally.
• High levels of flexibility, versatility, and dependability in a fast‑paced, production‑critical environment.
• Experience acting as a technical lead or senior escalation point is strongly preferred.

What We Offer You

• Competitive salary, range of benefits designed to support your lifestyle and wellbeing.
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities.
• A modern, international work environment with a dedicated and motivated team.
• A broad range of professional education and personal development possibilities.
• The chance to work on some of the most challenging, relevant issues in financial services & technology.