ClarityPay · 1 week ago
Production Support & Issue Management Specialist
New York City
Full-time
Onsite
Mid, Senior Level
4+ years expClarityPay is a fast-growing fintech company redefining the point-of-sale credit market. They are seeking a Production Support & Issue Management Specialist to ensure the stability and smooth operation of their production systems, coordinating incident response and documentation across their platform.
Financial Services
Responsibilities
Monitor live production systems, transaction flows, APIs, and third-party integrations
Detect, triage, and investigate production issues and system anomalies
Assess customer, merchant, operational, and financial impact of incidents
Validate fixes and monitor platform stability post-resolution
Own incident intake, prioritization, escalation, and coordination
Lead incident response calls and maintain clear, real-time communication with stakeholders
Track incident timelines, actions, and decisions from detection through resolution
Drive post-incident reviews and root cause analysis
Document incidents, issues, root causes, and remediation actions in a structured and auditable manner
Prepare and submit issue documentation to Compliance, Risk, Legal, or Audit teams where required
Support regulatory, audit, and internal control reviews with accurate incident records and reporting
Ensure issues with compliance or regulatory impact are escalated appropriately and tracked to closure
Act as the primary liaison between Engineering, Product, Operations, Risk, Support, and Compliance teams during incidents
Ensure clear handoffs and accountability for remediation and preventive actions
Support releases, configuration changes, and production deployments
Maintain incident logs, runbooks, and operational playbooks
Track and report key operational metrics (MTTR, incident volume, repeat issues, compliance-impacting events)
Identify recurring issues and partner with teams to drive preventive and control improvements
Qualification
Required
4–6 years of experience in production support, incident management, or technical operations
Experience supporting live systems in fintech, payments, lending, or SaaS environments
Strong troubleshooting and analytical skills using logs, dashboards, and metrics
Ability to manage high-pressure situations with calm, structured decision-making
Strong written communication skills, particularly for incident and compliance documentation
Preferred
Experience with monitoring and alerting tools (Datadog, Splunk, CloudWatch, New Relic, PagerDuty)
SQL experience for data investigation and reconciliation
Familiarity with APIs, transaction processing, and third-party integrations
Exposure to ITIL, SOC, or regulatory incident management frameworks
Company
ClarityPay
ClarityPay is a financial services technology company that offers installment loans to consumers at the point of sale.
11-50 employees
H1B Sponsorship
ClarityPay has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (2)
Funding
Current Stage
Early StageTotal Funding
unknownKey Investors
TTV CapitalOutpost Ventures
2025-07-30Series Unknown
2024-06-01Series Unknown
Recent News
Payments Dive
2025-11-01
2025-10-02
2025-07-31
Company data provided by crunchbase