Trustly

• The primary responsibility of the Client Support is to troubleshoot, escalate, and resolve client and customer questions or issues. • Supporting existing clients, end users of our clients, and third parties we use for processing. • Supporting customers across channel types - email, chat/messaging, and phone (video in the future). • Using a systematic approach to isolating, understanding, and solving complex problems. • Helping our customers maximize the benefits of using Trustly products & services. • Deliver end-to-end support with a 'customer-obsessed' mindset, ensuring every interaction meets rigorous quality standards while maintaining a human, personalized touch. • Answering questions related to our implementations at enterprise merchants (APIs, UI, Transaction inquiries, etc). • Answering questions related to financial and payment transactions which include payment status, payment declines, transaction inquiries, and collections inquiries and will change as the business evolves.

• Develop novel, state-of-the-art AI and machine learning models to support risk strategies; • Recommend data-driven, risk-based business decisions to positively impact KPIs across Trustly's payment portfolio; • Conduct analysis to measure model performance, compare performance across multiple models, and influence model strategy and selection decisions; • Collaborate with ML Engineers to deploy AI/ML models and strategies in Trustly's decision engine; • Explore raw source data, perform feature research and engineering to support decisioning capabilities; • Support development and maintenance of risk modeling infrastructure, working closely with ML Engineers and MLOps; • Develop data- and business-driven risk prevention rules and strategies; • Monitor risk and decision trends and performance, providing ongoing optimization adjustments as needed.

• Troubleshoot, escalate, and resolve client and customer questions or issues. • Support existing clients, end users of clients, and third parties for processing. • Support customers across channel types - email, chat/messaging, and phone (video in the future). • Use a systematic approach to isolating, understanding, and solving complex problems. • Help customers maximize benefits of using Trustly products & services. • Own a customer issue end-to-end, engaging others for timely resolution. • Answer questions related to implementations at enterprise merchants (APIs, UI, Transaction inquiries, etc). • Answer questions related to financial and payment transactions, which include payment status, payment declines, transaction inquiries, and collections inquiries.

• Develop and maintain customized pages, plugins, and templates. • Own the technical integration between the website, our support tech stack, and analytics platforms. • Act as the strategic liaison between Support Operations, UX, Marketing, and technical teams. • Manage a high-volume backlog of requests. • Support the optimization of website performance and effectiveness, including the design and deployment of A/B tests. • Own the version control and management of releases or enhancements. • Actively monitor key performance metrics to identify trends, performance bottlenecks, or technical issues.

• Subject-matter expert (SME) for resolving complex incidents (escalations). • Support for Post-Incident Reviews (PIR) as SME. • Provide advanced technical support (log analysis and diagnostics) to internal and external audiences. • Escalate support requests to Tier 3 (Engineering and SRE). • Escalate incidents to Tier 3 (Engineering and SRE). • Create and maintain a log of issues and resolutions. • Proactively identify trends and recurring issues. • Create and maintain knowledge base articles. • Provide internal training and share knowledge. • Communicate with customers on support requests when necessary. • Test and validate bug fixes identified during support requests. • Manage internal Change Management notifications. • Act as SME for new feature consultations with the Product team. • Send external (mass or individual) notifications as requested.

• Act as an escalation point for the Merchant Services team regarding internal technology and third‑party processing partner issues. • Collaborate with Dev/Product Support to resolve escalated issues from the Operations and Integrations teams. • Serve as a liaison between Dev/Product and Merchant Services teams. • Act as a Subject Matter Expert (SME) on existing and new Trustly technologies for all Trustly teams. • Share SME knowledge across multiple channels: ticketing systems, public forums, online chat, social networks, client calls, and more. • Perform account configuration and operational tasks to support the Integrations team. • Participate in a 24/7 on‑call service in support of the Merchant Services team. • Create and maintain technical and operational documentation.

• DBAs play a crucial role in ensuring the stability, scalability, and performance of our databases, working closely with software architects, engineers, DevOps, and SREs focused on the application side. This collaboration ensures that both databases and applications are robust, efficient, and aligned with the overall architecture. Initially focused on database administration tasks, the role emphasizes operational efficiency, evolution, and growth. The team is committed to maintaining seamless integration between database operations and application development, fostering a clear pathway for professional growth and continuous development. • Key activities of our DBA team include: • Technical Expertise and Maintenance: Assist the DevOps/SRE team with regular maintenance tasks, tune database settings for optimal performance, tackle complex database challenges, and monitor database performance to ensure fast query responses. • Performance Improvement: Implement database changes to improve performance, develop sharding and indexing policies, and run performance tests to validate recommendations. • Collaboration and Communication: Improve team effectiveness through strategic collaboration with software architects, system administrators, engineers, and data analysts, and prepare and present statistical information for internal and external stakeholders. • Strategy and Innovation: Contribute significantly to database strategy, innovate in database architecture and security, establish standards for data protection and performance optimization, and proactively recommend system improvements. • Documentation and Policy Development: Define, enforce, and document database policies, procedures, and standards to ensure consistency and best practices across the organization.

• Proactively analyze data, identify trends and generate impactful recommendations to drive business goals. • Perform detailed investigations into potential fraud activities at the account and transaction level. Clearly document the results from these investigations and act as appropriate. • Review transaction monitoring and account level reporting including conducting research on possible linked accounts or users creating similar fraud risks. • Identify and compile trends allowing for detection model or rule adjustments and operational efficiency gains. Summarize and document findings with recommendations for data scientists and engineering. • Support the customer and merchant support groups by handling internal and external risk inquiries as the primary point of contact. Adjust risk settings of accounts and users per policy guidelines. • Document policies and procedures around risk management processes and systems. Generate new ideas and suggestions for continuous improvement of systems, processes and procedures to enhance the company’s overall risk management. • Create and maintain reporting on risk metrics and key performance indicators. Work with the analytics team to create data visualizations and reporting for the risk team.

• Protect the confidentiality, integrity, and availability of applications, services, data, and cloud infrastructure. • Identify, analyze, and mitigate vulnerabilities. • Provide support, guidance, and training to the DevOps team, application owners, and other stakeholders. • Plan, coordinate, and execute remediation efforts. • Assist in developing application security test plans. • Research, evaluate, and recommend new and existing tools and techniques. • Collaborate with threat detection and incident response teams when responding to security incidents. • Prepare documentation on vulnerability and risk analysis for security audits. • Develop and implement application security processes, including identifying weaknesses, defining security strategies, and conducting penetration tests. • Develop and implement security-related standards, policies, and procedures. • Analyze security data to identify and mitigate potential threats. • Perform internal security audits. • Conduct internal penetration tests and vulnerability assessments and develop remediation plans for findings. • Create and manage risk analysis documentation. • Manage the development of security metrics and reports. • Lead the architecture and implementation of information security best practices. • Maintain a security engineering knowledge base.

• System reliability and availability: Architect, design, and implement strategies to ensure the high availability, reliability, and fault tolerance of our infrastructure and applications. • Incident management: Lead incident response efforts, identify root causes, and implement preventative measures to minimize future incidents. • Performance optimization: Identify performance bottlenecks, conduct performance analysis, and optimize system and application performance. • Automation and tooling: Drive automation initiatives, develop and maintain tools, scripts, and frameworks to streamline deployment, monitoring, and troubleshooting processes. • Generate regular reports on system reliability, uptime, and performance metrics to provide insights and visibility to stakeholders. • Collaborate with cross-functional teams to define key performance indicators (KPIs) and develop reporting frameworks to track and monitor system health and operational efficiency. • Prepare executive-level reports summarizing incidents, their resolutions, and recommendations for improvements. • Present findings, trends, and recommendations to management and stakeholders, providing actionable insights to drive decision-making processes.