Technical Support Analyst

This is a fully remote position, open to applicants in Brazil.

📋 Description

• The Technical Support Analyst acts as the crucial link between Raidiam's engineering efforts and our customers on a daily basis.

• You will serve as the initial point of contact for participants and developers when issues arise, diagnosing problems, comprehending the situation, and bridging the divide between customer dissatisfaction and engineering solutions.

• This role is not merely about managing an inbox passively.

• You will gain a profound understanding of Raidiam's product functionality, familiarize yourself with the technical specifications that support Open Finance ecosystems, and develop expertise in secure client-server communications, encompassing OAuth 2.0, FAPI, PKI, and asymmetric cryptography.

• Your advancement in this position will be fueled by your curiosity and backed by access to some of the most seasoned professionals in the industry.

• Ticket Management: Triage, categorize, prioritize, and respond to service desk tickets across various platforms such as GitLab, Jira, and GitHub.

• Ensure precise documentation of issue details and resolution processes in the ticketing system.

• Take ownership of your tickets from initial response to resolution, keeping customers updated throughout the process.

• Issue Evaluation and Escalation: Evaluate issues raised by platform users, comparing them against ecosystem API standards, including Swagger specifications, API diagrams, and Raidiam product documentation.

• Work collaboratively with product and engineering teams to escalate intricate issues, providing thorough problem analysis and replication steps.

• Enhance your ability to differentiate between customer configuration errors, platform issues, and bugs, and direct each accordingly.

• CloudWatch and Reporting: Access AWS CloudWatch to retrieve and analyze logs in response to customer requests for usage data, executing predefined queries and extracting pertinent results.

• Create clear, structured reports that address specific customer inquiries, translating technical outputs into actionable insights for non-technical readers.

• Documentation: Develop and maintain a knowledge base of frequently asked questions and standard resolution procedures.

• Document your learnings, as effective documentation enhances the team's capacity.

• Team Collaboration: Communicate with product and engineering teams to anticipate customer queries and prepare accordingly.

• Engage in engineering team meetings to stay updated on the development pipeline, contribute to product evolution discussions, and prepare for forthcoming changes.

• As a member of the Raidiam team, you are expected to exemplify our information security standards and corporate policies.

• Complete any additional tasks and/or responsibilities as assigned from time to time.

• Adhere to Raidiam’s Corporate Policies and Procedures.

• Follow Raidiam’s Information Security Policies and Procedures.

⛳️ Requirements

• A degree in an engineering-related STEM field, or equivalent practical experience.

• A minimum of 1-3 years of experience in a service desk, QA, or software development setting.

• Familiarity with Jira and Git or similar version control tools.

• Proficient written communication skills in English, as most customer interactions will occur in English.

• A genuine eagerness to learn, as the technical depth required for this role takes time to develop, and we are willing to invest in you if you are committed to the learning process.

• Knowledge of OAuth 2.0, FAPI, mTLS, or financial-grade API security standards is a plus.

• Familiarity with PKI, certificate authorities, or certificate lifecycle management is a bonus.

• Experience with AWS services, particularly CloudWatch, is advantageous.

• Previous experience in financial services, fintech, or regulated industry environments is a bonus.

• Exposure to Open Finance or Open Banking programs in Brazil or other regions is a plus.

🏝️ Benefits

• Permanent work-from-home policy.

• 10 days of paid annual leave.

• Additional unpaid leave days can be taken, up to 15 per year.

• Training budget available.

• Allocated study time.

• Support for obtaining industry qualifications.