Raidiam

Support Engineer

• 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.