Technical Support Analyst

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Raidiam

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

🔌 API

💳 Fintech

🔒 Cybersecurity

API • Fintech • Cybersecurity

Raidiam is a global organization at the forefront of data sharing technologies, providing everything needed to create, secure, and control scalable data sharing ecosystems. With unmatched expertise in open banking and trusted data sharing platforms, Raidiam empowers businesses to gain competitive advantages in the digital economy. They offer advisory services, ecosystem management technology, and conformance testing, ensuring standardized API implementations across various sectors.

📋 Description

• The Technical Support Analyst sits at the point where Raidiam's engineering work meets our customers every day. • You will be the first professional response that participants and developers receive when something goes wrong - the person who triages the problem, understands what is happening, and bridges the gap between a customer's frustration and an engineering solution. • This is not a passive inbox management role. • You will develop a deep understanding of how Raidiam's products work, learn the technical specifications that underpin Open Finance ecosystems, and build real capability in secure client-server communications, including OAuth 2.0, FAPI, PKI, and asymmetric cryptography. • Your growth in this role will be driven by curiosity and supported by access to some of the most experienced practitioners in the industry. • Ticket Management Triage, categorise, prioritise, and respond to service desk tickets from multiple channels including GitLab, Jira, and GitHub. • Ensure accurate logging of issue details and resolution steps in the ticketing system. • Own your tickets from first response to closure - keep customers informed at every step. • Issue Evaluation and Escalation Assess issues raised by participants using our platforms, comparing them against ecosystem API standards including Swagger specifications, API diagrams, and Raidiam product documentation. • Collaborate with the product and engineering teams to escalate complex issues, providing comprehensive problem analysis and replication steps. • Develop your ability to distinguish between customer configuration errors, platform issues, and bugs - and route each appropriately. • CloudWatch and Reporting Access AWS CloudWatch to retrieve and analyse logs in response to customer requests for usage data, executing predefined queries and extracting relevant results. • Prepare clear, structured reports that address the customer's specific query - translating technical output into something a non-technical reader can act on. • Documentation Build and maintain a knowledge base of frequently asked questions and standard resolution procedures. • Capture what you learn - good documentation multiplies the team's capacity. • Team Collaboration Liaise with product and engineering teams to anticipate customer inquiries and prepare accordingly. • Participate in engineering team ceremonies to stay informed on the development pipeline, contribute to product evolution discussions, and prepare for upcoming changes. • As a member of the Raidiam team, you will be expected to model our information security standards and corporate policies. • Complete any other tasks and/or duties you may be instructed to carry out from time to time. • Comply with Raidiam’s Corporate Policies and Procedures. • Comply with Raidiam’s Information Security Policies and Procedures.

🎯 Requirements

• A degree in an engineering-related STEM discipline, or equivalent practical experience • At least 1-3 years of experience in a service desk, QA, or software development environment • Familiarity with Jira and Git or equivalent version control tooling • Clear written communication in English - most customer interactions will be conducted in English • A genuine desire to learn - the technical depth this role requires takes time to build, and we will invest in you if you invest in the learning. • Knowledge of OAuth 2.0, FAPI, mTLS, or financial-grade API security standards (bonus points) • Familiarity with PKI, certificate authorities, or certificate lifecycle management (bonus points) • Experience with AWS services, particularly CloudWatch (bonus points) • Previous exposure to financial services, fintech, or regulated industry environments (bonus points) • Exposure to Open Finance or Open Banking programmes in Brazil or elsewhere (bonus points)

🏖️ Benefits

• Permanent WFH policy • 10 days paid annual leave • Additional unpaid leave days can be taken up to 15 a year. • Training budget • Allocated study time • Support for industry qualifications