Pliant

• Own security foundations, including secure-by-default Terraform and Docker modules, hardened images for ECS and EKS workloads, and developer-platform guardrails • Drive cloud security posture by remediating Wiz findings and tuning IAM, KMS, CloudTrail, and GuardDuty • Automate compliance evidence collection for PCI DSS, SOC 2, ISO 27001, and DORA • Run vulnerability management and incident response end to end, including triage, SLAs, remediation, and post-mortems • Build the application security practice through threat modeling, architecture reviews, and secure coding guidance • Use and build AI-native security tooling for VulnOps, red-teaming, and incident response • Manage and grow the security team, including hiring the third Security Engineer • Shape the security roadmap and establish measurable security-posture metrics • Collaborate with Platform Core, SRE, and product teams • Participate in security reviews and step in during incidents

• Own the roadmap for Platform Core's Terraform infrastructure, multi-account AWS setup, and IAM/networking foundations • Run Platform Core as an internal product, ensuring Spacelift guardrails, sensitive-resource checks, and mandatory tagging policies help engineering teams • Collaborate with Security Engineering to embed access controls and compliance requirements into the platform • Steer the compute migration from ECS/Fargate to Kubernetes through completion • Manage and grow the team through 1:1s, hiring, and performance development • Coordinate with the future SRE team and other platform functions as the organization scales • Meet the existing team and understand current systems before making changes • Establish a trusted roadmap and advance the ECS-to-Kubernetes migration

• Define the framework for teams to set SLOs and error budgets, educating and supporting product teams • Own blameless post-mortems and root-cause fixes • Implement production readiness reviews for new releases • Improve Datadog observability coverage, including alerts, dashboards, and on-call pages • Hire and build the Site Reliability team from the ground up • Build the on-call rotation and incident management process • Establish SLOs and an incident review process • Integrate reliability into the software development lifecycle and reduce repeat incidents

• Own the design system domain: Be the accountable owner of our design system – components, tokens, patterns, and documentation – keeping it consistent and high-quality as the team and product grow. • Design product day to day: Embed in a product team and design end-to-end features across our web platform, mobile app, internal tools, and dashboards – from user flows and wireframes to high-fidelity UI and prototypes. • Take the design system into the AI era: Restructure our tokens, components, and documentation so AI agents can read and use them, enabling prototypes that map one-to-one to our code. Close the gap between what we design and what we ship. • Partner closely with engineering: Keep the design system and codebase in sync – aligning naming, tokens, and component APIs so design and code stay 1:1. • Raise the consistency bar: Define and champion standards, review component usage across flows, and help other designers move faster within a shared system. • Collaborate cross-functionally: Work with product managers, engineers, and stakeholders from discovery through delivery, ensuring smooth implementation of your designs. • Wear multiple hats when needed: We're a lean team, and everyone steps up to support different design needs. You're not afraid to jump into projects outside your main scope to drive company success.

• Act as the primary front-line contact for urgent out-of-hours customer inquiries via phone, email, or ticketing systems. • Monitor payment processing, authorisations, and declines to ensure smooth operation outside core hours. • Conduct real-time transaction monitoring to detect suspicious or fraudulent activity. • Triage and prioritise incidents across payments and fraud domains in line with established processes. • Identify recurring issues and contribute to process improvements and automation.

• Own strategy, roadmap, and execution for Member Management: identity, authentication, access and permissions, the member lifecycle, and tenant management • Advance passwordless, adaptive authentication (passkeys, eIDs, enterprise IDPs, SSO) and step-up verification for sensitive actions • Build multi-tenant, multi-region identity that lets partners and banks launch quickly and lets members move easily between tenants and organizations • Automate the member lifecycle end to end: HRIS sync plus just-in-time provisioning, so joiners, movers, and leavers always have the right access • Work with Security, Compliance, and Engineering to meet the authentication, access-control, resilience, and audit bar that banks and regulated institutions require • Design the permissions and entitlements model that other Pliant domains build on • Prepare the platform for AI agents as governed members: verifiable identity, scoped permissions and limits, and a full audit trail

• Own complex technical cases end-to-end: Take over technical tickets from 1st-Level Support, drive investigation, and deliver clear outcomes such as solution, workaround, or escalation to Engineering or Product teams. • Communication & SLA ownership: Ensure clear updates to stakeholders and adherence to SLAs throughout the ticket lifecycle. • Escalate effectively (Engineering handover): Provide complete reproduction steps, impact assessment, logs/queries/screenshots as relevant, and a crisp hypothesis when possible. • Coordinate cross-functionally: Align with Product & Engineering on prioritization, provide context, and keep Customer Support informed. • Debug product and integration issues end-to-end: Analyze customer reports, reproduce behavior, compare against expected workflows, and isolate root causes. Diagnose technical problems using logs, system tools, and troubleshooting frameworks. • Triage and classify issues: Distinguish between configuration/integration errors, data issues, product limitations, and genuine bugs.

• Define & Own the Partner Sales Strategy: Develop the U.S. roadmap for acquiring and growing non-banking partnerships. Identify key categories (e.g., spend platforms, procurement software, travel tech, affiliate networks) and prioritize high-value partner types. • Partner Sourcing & Negotiation: Source strategic partner/client opportunities and lead commercial negotiations through to agreement. Evaluate both embedded finance and co-sell/white-label models. • Partner Enablement & Activation: Collaborate with internal teams to support partner onboarding, integration, co-marketing, and joint pipeline generation. • Revenue Leadership: Own KPIs for sourced revenue, new partner activation, and joint customer acquisition. Establish a clear reporting cadence and growth targets. • Cross-Functional Collaboration: Work closely with Product to support integration use cases (e.g., issuing APIs, spend control, onboarding flows). Coordinate with Legal and Compliance on deal structures and risk considerations. • Go-to-Market Development: Co-create messaging, enablement materials, and campaigns with Marketing and Growth that drive partner success.

• Drive Pipeline & Negotiations: Target, pitch, and secure partnerships across vertical SaaS platforms, marketplaces, and fintech service providers in the U.S. market. • Commercial & Pipeline Rigor: Maintain pipeline discipline and manage Sales forecasts. • Cross-Functional Execution: Collaborate with Product, Legal, and Compliance to streamline deal structures and ensure seamless partner activation. • Go-to-Market Development: Co-create messaging, enablement materials, and campaigns with Marketing and Growth that drive partnership acquisition and partner success. • Partner Onboarding & Activation: Work alongside internal teams to guide signed partners through technical integration, co-marketing launches, and ongoing relationship maintenance.

• Serve as the primary point of contact for small and medium customers, ensuring their successful onboarding and ongoing satisfaction. • Guide our Italian customers through the implementation of our accounting software integrations and provide support for their accounting requirements. • Proactively build and maintain strong relationships with customers to foster long-term loyalty and satisfaction. • Identify and capitalise on opportunities for upselling additional products or services. • Collaborate with the Business Development team to identify new business opportunities and support the company’s growth initiatives. • Regularly monitor customer metrics and respond to any signs of dissatisfaction or challenges. • Act as the customer advocate, ensuring their voice and feedback are considered in product development and service improvements. • Create and maintain accurate customer records and documentation in CRM systems. • Conduct regular check-ins and review meetings to ensure customer success and continued alignment.