Product Support Analyst

Ravelin Technology

Product Support Analyst at Ravelin managing client queries and aiding in fraud detection. Collaborating with teams to enhance client support and product understanding.

Posted 7/27/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong problem-solving and analytical skills while effectively managing client relationships and communication. Proficient in utilizing project management tools and delivering training, with a foundational understanding of SQL and a curiosity for technology.

Highest-signal resume keywords

Problem Solving SkillsAnalytical MindsetExcellent Communication SkillsProject Management ToolsBasic SQL Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Basic SQL SkillsProduct TrainingClient KPI IdentificationSupport Data AnalysisDocumentation Management

Soft Skills

Excellent CommunicationRelationship BuildingOrganizational SkillsProactive Self-StarterCuriosity About Technology

Tools & Technologies

Project Management ToolsTicketing Tools

Industry Keywords

Fraud IndustryPayments IndustryTech/Startup EnvironmentApplied Machine Learning

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Conduct the initial analysis and investigation of incoming client queries (via Slack, emails, video calls)
Work very closely with a wide range of Ravelin teams, fielding issues out to the correct team where appropriate and feeding back responses to clients.
Help coordinate regular client calls, and on-site visits where required
Identify client KPIs, and report back to clients on performance
Provide product training to clients
Act as a client advocate by sharing crucial feedback with the Product team and ensuring clients understand the value of new updates.
Utilise project management and ticketing tools to keep track of internal project work, client issues and requests to provide progress updates.
Keep client and support documentation up to date
Identify opportunities for improving support (e.g. help pages, API docs)
Analyse support data to identify trends, proactively flag potential client issues, and contribute to our team's knowledge base.

Requirements

What you’ll need

Strong problem solving skills and analytical mindset
Proven ability to handle urgent client requests and prioritise appropriately
Excellent communication (verbal and written) and relationship building skills
Excellent organisation skills - ability to keep track of different requests across a variety of teams
Proactive self-starter, able to learn quickly and work independently
Comfortable in a fast paced, constantly evolving environment
A genuine curiosity about technology and an interest in learning about applied Machine Learning
Technical background experience in a tech/startup environment (desirable)
Basic SQL skills (or ability and willingness to learn SQL)
Experience in delivering training (or ability and willingness to learn more)
Knowledge of the fraud/payments industry (desirable but not essential)

Benefits

Comp & perks

Flexible Working Hours & Remote-First Environment — Work when and where you’re most productive, with flexibility and support.
Comprehensive BUPA Health Insurance — Stay covered with top-tier medical care for your peace of mind.
£1,000 Annual Wellness and Learning Budget — Prioritise your health, well-being and learning needs with funds for fitness, mental health, and more.
Monthly Wellbeing and Learning Day — Take every last Friday of the month off to recharge or learn something new, up to you.
25 Days Holiday + Bank Holidays + 1 Extra Cultural Day — Enjoy generous time off to rest, travel, or celebrate what matters to you.
Mental Health Support via Spill — Access professional mental health services when you need them.
Aviva Pension Scheme — Plan for the future with our pension program.
Ravelin Gives Back — Join monthly charitable donations and volunteer opportunities to make a positive impact.
Fortnightly Randomised Team Lunches — Connect with teammates from across the company over in person or remote lunches every other week on us!
Cycle-to-Work Scheme — Save on commuting costs while staying active.
BorrowMyDoggy Access — Love dogs? Spend time with a furry friend through this unique perk.
Fortnightly Board Game Nights & Social Budget — Unwind with fortnightly board games or plan your own socials, supported by a company budget.
Employees lead microsocials — from hiking to visiting the inside of Big Ben, our imagination is the limit.