Technical Support Analyst
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Job Description
Technical Support Analyst at Raidiam managing service desk tickets and client communications. Collaborating with engineering to solve technical issues in Open Finance ecosystems.
Responsibilities:
- 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
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