2nd Line Support Agent

2nd Line Technical Support Analyst – Payments

Location: London (Hybrid)
Permanent

Do you enjoy solving complex technical problems? Do you want to work at the heart of a fast-growing payments platform supporting thousands of live merchants?

Clear Accept (part of Clear Course) is looking for a hands‑on 2nd Line Technical Support Analyst to help power our next stage of growth.

Clear Accept is Clear Course’s integrated payments platform, supporting multi‑channel payment solutions across
POS, EPOS integrations and eCommerce
.

Clear Course is a leading SaaS group with 45+ technology brands, building innovative software and payments solutions for UK and international markets. We’re scaling fast — and payments sits at the core of everything we do.

You’ll sit within the Operations team providing 2nd line support for live merchant environments, resolving complex issues escalated from 1st line and ensuring payment services remain stable, secure and high‑performing.

You’ll:

• Own escalated Jira tickets from 1st line support
• Troubleshoot POS terminals, integrations and merchant environments
• Support merchant onboarding and offboarding
• Monitor production logs and alerts, identifying root causes
• Assist with testing new features before release
• Support terminal deployment, configuration and TMS
• Feed insights back into Product and IT for continuous improvement
• Help shape training guides, FAQs and support materials
• Provide on‑site and remote merchant support when required

This is a role for someone who enjoys
variety, ownership and technical problem solving in a live payments environment.

• Knowledge of POS, EPOS and eCommerce payment solutions
• Strong customer‑focused problem‑solving mindset
• Ability to manage a varied and fast‑moving workload
• Excellent written and verbal communication skills
• Advanced Excel skills
  
  Experience in card payments or merchant services (desirable)
• Understanding of PCI DSS or ISO/Pay Fac models (desirable)

• Competitive salary + benefits
• 25 days holiday + your birthday off
• Private medical insurance (Bupa) & health cash plan
• Life assurance & income protection
• Enhanced parental leave & family wellbeing support

If you want to build deep technical payments expertise in a growing SaaS business, this is your next move. Apply now.