Technical Support Analyst

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.