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AI Summary
Objective of the role
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.
Key responsibilities:
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
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
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.
Essential skills and qualifications
The position requires experience in most of the following:
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
Bonus points for
Knowledge of OAuth 2.0, FAPI, mTLS, or financial-grade API security standards
Familiarity with PKI, certificate authorities, or certificate lifecycle management
Experience with AWS services, particularly CloudWatch
Previous exposure to financial services, fintech, or regulated industry environments
Exposure to Open Finance or Open Banking programmes in Brazil or elsewhere
What we think you should know about us
Our remote-first setup is genuinely that - you'll be properly equipped to work remotely from day one. We share knowledge internally and expect that to go both ways. Our values aren't a poster on a wall. We recognise and reward people who demonstrate them.
What you can expect from us
Base salary: £126 per day
Permanent WFH policy
40 hour working week with flexible hours
10 days paid annual leave – Additional unpaid leave days can be taken up to 15 a year.
We invest in development: every team member has a training budget, allocated study time, and support for industry qualifications.
An opportunity to work alongside and learn from highly experienced industry professionals
A vibrant, exciting, and fast-paced environment fully supported by modern technology
Support for professional development and further studies for industry-standard qualifications
About Raidiam
Raidiam is the global organisation at the forefront of data sharing technologies that are changing the world. Our mission is to empower every state, industry, and enterprise to benefit from open data exchanges by launching digital ecosystems based on trust. We believe in empowering everyone to share their data safely, securely and simply; in a trusted and consented way; creating the potential to be seamlessly connected to the products and services they need.
With customers in Brazil, UAE, Australia, New Zealand, and the UK, Raidiam has been the enabling force behind the world’s most significant data sharing developments, most notably the Open Finance and Open Insurance ecosystems in Brazil. We continue to be called upon by governments, regulators and businesses to provide advice and technical support to achieve their data sharing ambitions.
This is a Brazil-based role.
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