Support Lead

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Andersen is hiring a Support Lead for a project building and scaling secure 24/7 technical support operations for a payments and fintech platform.

The project is focused on establishing and scaling technical support operations for a payments and fintech platform operating under strict PCI DSS compliance requirements. It includes incident management, support process development, documentation, and building a reliable 24/7 support model to ensure stable and secure service operations.

• Building and owning the L1 support function for the UCL BAU Support workstream from the ground up.
• Personally performing L1 support duties during defined working hours in the initial phase, prior to team expansion.
• Defining and documenting support processes: incident intake, triage, escalation paths to L2/L3, DevOps, and DBA teams.
• Developing the core documentation set required for support operations: runbooks, escalation matrices, knowledge base, on-call procedures.
• Designing the roadmap for scaling from single-person coverage to a full 24/7 shift-based team (hiring plan, shift schedules, coverage model).
• Establishing monitoring and alerting practices in coordination with the infrastructure team to ensure timely incident detection.

• Experience in L1/technical support or NOC/service desk roles, including shift-based or on-call work for 3+ years.
• Solid understanding of AWS fundamentals (EC2, monitoring/logging services, IAM) and Linux administration.
• Experience with incident management and ticketing tools (e.g., Jira Service Management or similar ITSM).
• Ability to create and maintain runbooks, escalation matrices, and support documentation.
• Understanding of ITIL-based support processes (incident, problem, change management).
• Willingness to work defined hours initially and personally cover support duties before team expansion.
• Awareness of PCI DSS / security-sensitive operational environments.
• Level of English – from Upper-Intermediate+ and above.

• Jira
• Incident Management
• Monitoring tools
• Service desk

• Angielski

• 8.2k–12.1k PLN netto/m (B2B)
• B2B - Stałe godziny pracy (100%)
• Praca zdalna: W całości

Andersen – your global software development partner Andersen is a global software development company with over 18 years of experience supporting businesses worldwide in their digital transformation.

Headquartered in Poland, we operate development centers across Germany, the USA, the UK, Lithuania, Hungary, Kazakhstan, Georgia, Azerbaijan, Cyprus, and the UAE, enabling us to deliver high-impact solutions close to our customers. We offer end-to-end IT services — from custom software development, API integration, and system architecture to legacy modernization and long-term support. With deep technical expertise and a focus on business value, we build tailored, scalable, and secure digital products. Harnessing the power of AI, Machine Learning, Data Science, Big Data, and Visual Technologies, we create intelligent, future-ready solutions that support digital transformation and solve real-world business problems.

Recognized among the world’s Top 1,000 B2B service providers, Andersen has earned the trust of industry leaders. Our portfolio includes long-term partnerships with Siemens, S&P Global, Ryanair, IHS Markit, TUI, Johnson & Johnson, T-Systems, and many more. With a team of 3,700+ highly qualified experts in 16+ global locations, we have successfully delivered over 1,000 projects across industries such as Healthcare, FinTech, Logistic, Automotive,

Manufacturing, E-commerce, Multimedia & Entertainment and more. Driven by responsibility, client-focus, and commitment to results, Andersen is your reliable tech partner for building high-ROI, future-proof digital solutions — anywhere in the world.