Raidiam

• 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.

• Manage day-to-day finance operations including accounts payable, accounts receivable, invoicing, payment processing, payroll support, expense management, and maintaining accurate financial records • Support bookkeeping activities, bank and payment reconciliations, month-end processes, budgeting, forecasting, and coordination with external finance/accountancy partners • Monitor outstanding payments, resolve billing and supplier queries, and ensure timely and accurate financial administration • Work closely with the People Operations team to support onboarding and offboarding processes across all entities • Oversee the supplier management lifecycle including onboarding, contract administration, reviews, renewals, and offboarding • Maintain supplier relationships, negotiate favourable terms where appropriate, and identify cost-saving opportunities • Coordinate company travel arrangements, ensuring compliance with company policies and budgets • Plan and manage company events, meetings, team activities, and wider operational logistics • Oversee office and facilities management, including maintenance, equipment, supplies, security, and vendor coordination • Act as Health & Safety Officer, maintaining policies, procedures, and compliance with relevant regulations and best practices • Maintain internal knowledge repositories, operational documentation, and collaboration tools • Provide administrative and operational support to the Board and Senior Leadership Team as required • Comply with Raidiam’s Corporate Policies and Procedures, including Information Security Policies and Procedures • Support wider business operations and undertake any additional duties or responsibilities as required from time to time in a fast-paced environment

• Take end-to-end ownership of a critical Golang backend service, including bug fixing, small feature upgrades, and overall system health • Collaborate closely with product, frontend, and infrastructure teams to ensure smooth integration and delivery • Diagnose and resolve production issues with urgency, while identifying root causes and proposing long-term improvements • Maintain and evolve the existing codebase: refactor legacy patterns, remove dead code, and improve test coverage • Work independently to identify and prioritize technical debt or inefficiencies without waiting for explicit instruction • Participate in code reviews and technical discussions to uphold quality and consistency across the team • Contribute to internal documentation that improves onboarding, debugging, and operational support • Help establish and uphold standards for code quality, development processes, release cycles, and branching strategies • Act as a mentor and provide support to junior team members, offering guidance and escalating issues when necessary

• Contribute to and influence architecture and design decisions across backend and platform systems • Design and implement backend services using modern Java (17+) • Provide senior technical oversight across operational and production environments • Collaborate closely with product, platform, infrastructure, and security teams • Review and improve system architecture, performance, scalability, and reliability • Support infrastructure evolution, including containerised and cloud-native environments • Participate in and guide technical discussions, code reviews, and design reviews • Diagnose and resolve complex production issues • Help establish and uphold engineering standards, development processes, and release practices • Act as a line manager for engineers including conducting regular 1:1 meetings and providing mentorship

• Design, build, and maintain cloud infrastructure • Automate infrastructure provisioning using Terraform • Support and maintain production platforms • Deliver the Platform Team goals for 2026 and beyond • Implement monitoring, logging, and alerting systems • Participate in incident management and troubleshooting • Optimise cloud resource usage and costs

• Take end-to-end ownership of a critical Node.js backend service • Collaborate closely with product, frontend, and infrastructure teams for smooth integration and delivery • Diagnose and resolve production issues with urgency • Maintain and evolve the existing codebase, refactoring legacy patterns • Participate in code reviews and technical discussions