Technical Operations Specialist

52000 - 62000 per annum

London, England

Permanent

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.

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…