Production Support & Issue Management Specialist

(FinTech / Payments / Embedded Lending Platform) About Us: At ClarityPay, we're redefining the point-of-sale credit market to bring more value to merchants. Based in NYC and Atlanta, our fast-growing fintech empowers large merchants with configurable “Pay-Over-Time” tools— including monthly installments, BNPL, and revolving products. We solve complex credit challenges with speed, precision, and intelligence—combining deep expertise with advanced tech to deliver better outcomes, every time. Our clients rely on us to help them serve their customers, grow, and build loyalty. Our values guide everything we do: we put merchants first, stay data-driven, always know the why, learn relentlessly, and win together as a team. This clarity of purpose fuels our commitment to delivering exceptional customer experiences at speed and scale. Role Overview We are seeking a Production Support & Issue Management Specialist to ensure the stability, reliability, and smooth operation of our production systems. This role owns real-time monitoring, incident response, issue documentation, and compliance-facing reporting across our fintech platform, serving as the central point of coordination during production events. You will work cross-functionally with Engineering, Product, Risk, Operations, and Compliance to minimize customer impact, resolve issues quickly, and ensure proper documentation and controls are maintained. Key Responsibilities Production Monitoring & Support 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. Incident & Issue Management Own incident intake, prioritization, escalation, and coordination. Lead incident response calls and maintain clear, real-time communication with stakeholders. Track incident timelines, actions, and deci