About FrankieOne

At FrankieOne, our mission is to help fintechs and financial institutions scale by providing seamless access to the global ecosystem of identity and fraud solutions. Our customisable orchestration platform connects customers to all major identity verification, KYC/KYB, and fraud prevention vendors in one place- delivering unparalleled compliance and user experience.

We work with a rapidly expanding global customer base, including some of the most recognisable fintech and financial brands. We've built a culture rooted in high performance, accountability, and being frank - a place where technical excellence and customer obsession go hand in hand.

The Opportunity

Production support is often a thankless gig - tickets pile up, escalations are the default, and ownership is fluid. At FrankieOne, we're changing that. We're building a Production Support function where the engineer owns the outcome. You'll be the primary owner of every product-reported ticket, investigating root causes across our API, SDKs, integrations, and vendor ecosystem, and resolving the majority of issues directly.

This role is critical to FrankieOne's reliability and growth. As our customer base expands globally and our platform grows in complexity, we need someone who brings both technical depth and operational discipline - someone who can diagnose a distributed system issue, coordinate with Engineering on genuine code defects, communicate clearly under pressure, and build the knowledge and automation that lets the team scale.

This role will report into both our VP of Engineering and our VP of Operations.

What You'll Do

Ticket Ownership & Triage

• Own product-reported ticket from intake through closure, end-to-end

• Triage by severity and customer impact; set clear expectations and timelines with reporters

• Manage all customer communication for the life of the ticket - status updates, technical explanations, resolution confirmation

• Keep a clean, well-triaged queue; report on volumes, trends, and recurring issues

Diagnosis & Resolution

• Diagnose across the full stack (API, OneSDK, webhooks, Portal) using logs, traces, metrics, and observability tools to determine root cause

• Resolve the majority of tickets independently - configuration changes, data corrections, entity/profile setup, reprocessing failed checks, applying known workarounds

• Distinguish support-resolvable issues from genuine code defects; escalate bugs clearly to Product/Engineering while retaining ticket ownership

• Coordinate Engineering fixes for genuine code defects; verify delivery and close the loop with customers

Incident Management & Operations

• Be the incident commander - lead L2 incident response; own resolution within SLA

• Acknowledge on-call alerts with rapid analysis and next steps

• Own status page updates, SLA monitoring, and post-incident reviews with full analysis

• Monitor vendor health and alerting; use integration dashboards to inform customers of vendor issues directly

• Run and monitor batch processes; maintain operational health dashboards

Knowledge & Automation

• Build runbooks, playbooks, and monitoring configurations that let TechOps resolve more independently

• Own deep troubleshooting of hotspot surfaces

• Maintain the technical Knowledge Base so recurring issues are resolved without repeating the investigation

• Identify opportunities to automate toil (via Jira automation, scripting, or tooling improvements)

Technical Bridge

• Act as the technical liaison between customers, support teams, and Engineering

• Respond to Slack, Jira, and email for technical inquiries

• Reproduce reported issues against sandbox and production to validate fixes

• Feed operational insights into Product and Engineering for roadmap prioritisation

What We're Looking For

• 3+ years in production support, SRE, TechOps, DevOps, or similar operational engineering roles (ideally SaaS, fintech, or regulated industries)

• Proven ability to own tickets end-to-end and resolve the majority independently, rather than defaulting to escalation

• Leverage AI tools to improve our processes and ways of working

• Strong troubleshooting across distributed systems, REST APIs, and webhook/event-driven integrations

• Strong SQL and data investigation skills - comfortable tracing a transaction or entity through databases to diagnose issues

• Experience diagnosing third-party vendor integration issues and isolating fault (us vs. vendor)

• Scripting/automation skills (Python, Bash) for building tooling and automating runbooks

• Familiarity with cloud infrastructure (AWS/GCP), message queues and async/event-driven systems (Kafka, SQS)

• Experience on an on-call rotation and leading incident response

• Hands-on experience reading and interpreting logs, traces, and metrics from observability tools (Datadog, Grafana, ELK, etc.)

• Proven ability to review, triage and respond to production alerts- separating signal from noise, acting on genuine issues fast, and tuning noisy alerts rather than ignoring them.

• Sharp triage skills - quickly assessing severity and impact, classifying issues accurately, and routing to the right owner first time

• Feature request triage - classifying requests (config vs. existing capability vs. product gap), deduplicating demand, and negotiating workarounds before escalating to Product

• Excellent customer-facing written communication - clear external ticket comments, incident updates, and managing escalated customers

• Rigorous root cause analysis - distinguishing symptom fixes from actual fixes; contributing to post-incident reviews

• Track record of reducing recurring ticket volume through automation, documentation, or process improvement

Skills & Capabilities

• Debugging at depth. You can trace a production issue from customer report to root cause using logs, code, and system knowledge

• Operational judgement. You know what TechOps can safely resolve (data fixes, config changes) versus what requires Engineering (code defects). You don't over-escalate; you don't under-escalate

• Scripting for Operations. Working knowledge of at least one scripting language (Python, Bash, JavaScript/TypeScript) for diagnostics, data correction, or lightweight automation

• SQL for investigation. Comfortable writing SQL queries to investigate data issues, validate fixes, and audit customer configurations

• Clear communication under pressure. You can explain technical issues to non-technical stakeholders, own incident comms, and write clear defect reports for Engineering

• Strong ownership mentality. You're accountable for a ticket from report to closure - even when others contribute the fix, you make sure it lands and the customer is satisfied

Nice to Have

• Exposure to KYC/AML, identity verification, fraud prevention, or other regulated compliance domains

• Ability to read and navigate Go (Golang) code to investigate issues and write clear defect reports; willingness to develop this is welcome

• Familiarity with containers and CI/CD pipelines

• Experience supporting SDK-based or API-first products

• Understanding of handling sensitive PII in a regulated environment

• Experience working across time zones and managing async communication
  

What's On Offer

• Hybrid flexibility: 3 days in-office, structured for collaboration and autonomy

• Real technical ownership: You're not a ticket router - you own the resolution and the customer outcome

• Incident leadership: Lead response to production issues and own the narrative under pressure

• Continuous learning: Deep dive into distributed systems, identity verification, fraud prevention, and fintech infrastructure

• Competitive salary and benefits package aligned with market

• Direct collaboration with Engineering and Product leadership on reliability and roadmap priorities

• Growth pathway: Opportunity to mentor junior engineers and build Production Support capabilities as the team scales

Why This Role, Why Now

FrankieOne is at an inflection point. Our customer base is growing globally, our platform is becoming more complex, and reliability is now a competitive advantage. The Production Support function needs to mature - we need someone who brings operational discipline, technical depth, and real ownership to every issue.

If you've spent time in production support or SRE and seen the difference between reactive ticket-pushing and strategic, ownership-driven support - and if you want to be the person who makes that difference - this is the role for you. You'll work in a high-growth fintech, lead incident response, build knowledge and automation that scales, and own outcomes end-to-end.