Production Support - Senior Engineer in London

About Hyperlayer

Hyperlayer is a B2B product company, building a platform to revolutionise the world of payments. Hyperlayer transforms digital wallets into smart wallets that change the way people, and businesses, spend money. Wallets powered by Hyperlayer let consumers withdraw money from multiple accounts with a single tap, for a specific purpose. Our platform enables capabilities such as connecting specific accounts with targeted brand spending, it gives merchants and customers access to cutting‐edge rewards, and since spending is social, Hyperlayer supports group saving, sharing and spending. All in one platform. Hyperlayer is working with large retailers and financial institutions. Our product introduces innovation to these industries to create solutions: helping consumers, families, and groups improve their financial wellbeing by making their money go further.

About the role

As a small, agile company, we thrive on collaboration, innovation, and accountability. As a Senior Sustaining Engineer on our Production Support team, you will be an essential part of maintaining the stability and reliability of our fintech platform's B2B, B2C, and SaaS production environments. You will lead the technical response to complex incidents, work closely with cross‐functional and global teams to resolve recurring issues, and contribute to the development of customer‐requested features. With a focus on improving software maintainability, system resilience, and meeting contractual SLAs, you will mentor engineers across the team and drive continuous improvement in our ITILv4‐aligned processes and codebase. This role supports our follow‐the‐sun 24x7 model, with on‐call rotations across UK, US/Canada, and NZ/India teams. This position operates during standard business hours (Monday–Friday). The role also includes participation in an out‐of‐hours on‐call rotation, with additional compensation provided in accordance with company policy. While we collaborate closely with global teams (UK, US/Canada, NZ/India) in a follow‐the‐sun model, primary work hours remain aligned to the weekday schedule. This is an office‐based role, with regular in‐person collaboration in the office.

Key Responsibilities

• Act as a primary responder in a 24x7 on‐call rotation for high‐priority incidents, ensuring fast acknowledgement (MTTA targets) and resolution to minimise customer impact in our event‐driven fintech platform.
• Conduct root‐cause analysis (RCA) for complex issues, collaborating closely with development teams to implement robust solutions and deliver RCAs within 5 business days for Sev1/Sev2 incidents.
• Lead the development and deployment of small, customer‐facing features and improvements, ensuring alignment with business needs and system requirements while adhering to change success rates ≥99%.
• Work with mid‐ and junior‐level engineers, providing guidance in incident response, troubleshooting best practices, and coding standards within a global rota, including handovers and knowledge sharing via tools like Rootly.
• Take ownership of software maintainability initiatives, identifying and implementing optimisations, and enhancing system performance to achieve availability ≥99.99% (four nines).
• Participate in regular post‐incident reviews (blameless retros), documenting lessons learned and suggesting improvements to incident response processes and runbooks for our technology stack.
• Collaborate with the infrastructure team to monitor system health and proactively identify areas for improvement in stability and efficiency using tools like Datadog, Rootly, and CloudWatch/AppDynamics.

Qualifications

• Bachelor's degree in computer science, engineering, or a related field.
• Minimum of 5+ years of experience in sustaining engineering, DevOps, or software engineering with a focus on incident response and system reliability in fintech or regulated environments.
• Advanced troubleshooting skills and experience with Golang (preferred), Java, or similar languages, plus familiarity with event‐driven architectures (e.g., NATS/JetStream, Redis clustering).
• Strong familiarity with monitoring and incident response tools (e.g., Datadog, Rootly) and experience implementing improvements in similar systems to meet SLAs like MTTA/MTTR.
• Proven ability to conduct in‐depth root‐cause analysis and implement long‐term fixes in compliance‐aware settings (e.g., GDPR/FCA‐aligned).
• Experience mentoring or guiding mid‐level engineers, with a focus on knowledge sharing and process improvements in geo‐distributed teams.
• Awareness of ITILv4 principles (e.g., incident/change management) and tools like Rootly for unified workflows.
• Strong communication skills and the ability to work collaboratively with both technical and non‐technical teams across time zones.

Working at Hyperlayer

We value our team and are proud to offer some great benefits:

• Performance‐based employee bonus scheme.
• 25 days annual leave plus bank holidays, a day off on your birthday, and an additional day per year of tenure to a maximum of 30.
• Critical illness and life insurance cover.
• AXA PPP Health Insurance, including gym offers.
• Cycle‐to‐work scheme.
• Referral bonus scheme.
• Workplace nursery scheme.

How to apply

Please click on the 'Apply' button. You will be asked to provide an updated CV and answer some questions. For further information about this vacancy, you can contact us at people@hyperlayer.com.

Equity, diversity, and inclusion

Hyperlayer's mission is to make a positive impact on people's lives, making it easier for everyone to manage their money. Hyperlayer's commitment to equity, diversity, and inclusion is a key part of this; it helps us better serve our customers, employees, and business partners from every background. We are constantly learning and striving to do better, and we expect all staff to actively take part in this process.

Data Privacy

As part of our recruitment process, Hyperlayer Limited collects and processes personal data relating to job applicants. We are committed to being transparent about how we collect and use this data and to meeting our data protection obligations.