Senior Product Support Engineer

End-to-End L2 Ownership & Operating Model

• Act as the accountable L2 owner for one or more high‑impact areas (e.g., Payment Lifecycle + 2WM, PSP Settlements, Payreport, RegTech Platform).

• Define and maintain L2/L3 boundaries and RACI with Product Engineering to avoid blurred ownership.

• Shape and refine the L1 → L2 → L3 model for your domain, ensuring that:

  • L1 knows what to route, and how.

  • L2 has clear authority and tools.

  • L3 is only pulled in when code‑level or deep architectural changes are required.

Major Incident Leadership (P1/P2)

• Lead P1/P2 incidents for your domain from the L2 side:

  • Quick triage and scope impact across Finance, Accounting, BHFS, PayOps, ABU, TBU and downstream systems.

  • Orchestrate investigation across L2 engineers, L3 teams and external partners (PSPs, vendors).

  • Ensure that communication to stakeholders is timely, accurate and consistent.

• Decide and coordinate short‑term mitigations vs long‑term fixes, always aiming to “fix fast, fix right, fix forever”.

RCA, Tech Debt & Preventive Improvements

• Own the RCA process for recurring and high‑impact incidents in your area:

  • Ensure RCAs are deep, honest and evidence‑based.

  • Identify tech debt, design limitations and process gaps.

  • Convert findings into a prioritised improvement backlog in partnership with Product Engineering.

• Champion automation and prevention:

  • Push for self‑healing mechanisms, stronger guards, better validation and improved observability.

  • Challenge teams when the same pattern recurs without structural fixes.

Operational Excellence & Metrics

• Define and track core success metrics for your domain, such as:

  • MTTR for P1/P2 incidents.

  • % reduction in repeat incidents over time.

  • Estimated engineering hours saved from operational work.

  • Stakeholder satisfaction scores for support.

  • Number and impact of systemic improvements delivered.

• Use metrics to drive continuous improvement, influence prioritisation and demonstrate ROI of the L2 function to leadership.

Runbooks, Standards & Governance

• Set the standard for runbooks, SOPs and playbooks, especially for high‑risk flows with financial or regulatory impact.

• Establish governance to ensure operational documentation stays:

  • Up to date after system changes.

  • Auditable and compliant.

  • Easy for D/E-level engineers and L1 teams to understand and execute.

• Promote strong documentation and rotation models to avoid knowledge silos.

Mentoring, Coaching & Team Development

• Coach Level D and E engineers on:

  • Architecture and data flows.

  • Advanced troubleshooting techniques.

  • Writing high‑quality RCAs and stakeholder updates.

• Provide input into hiring, onboarding, performance and growth for L2 engineers, helping to build a strong internal talent pipeline.

Stakeholder & Leadership Engagement

• Act as a trusted partner for Fintech Engineering, Product and Business leaders, representing L2 in planning and review forums.

• Provide