Role Description Ravelin is looking for a Product Support Analyst to join a fantastic team where product support meets data science. You will be part of a team conducting the initial investigation into issues raised by clients, as well as training and supporting them to make sure they get the best out of their fraud prevention tools. You are in your element working with people, and can explain complex problems and solutions in a clear and simple way whether over Slack, email, in a client call or when providing training. An adaptable problem solver, you are organised and able to work autonomously and keep track of a variety of tasks. You'll be our first point of contact for our clients and you shall work closely alongside Account Management to prioritise projects and alongside Data Scientists in the Investigations team to solve client queries. You will help to ensure that clients understand their fraud problems, provide solutions and will become an expert in the Ravelin product. This role has several potential directions for development, with opportunities available to gain experience in a variety of areas including data analysis, data science or project management. Key Responsibilities - 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 (Investigations, Detection, Integrations, Product), 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. Qualifications - 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 - 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.

• Diagnose and triage incidents on GPU compute clusters, determining whether a fault originates on our side or the client's. • Investigate hardware failures: collect and analyze hardware logs, identify failed components, and document findings for resolution or RMA. • Diagnose GPU hardware faults (failure detection and isolation — not performance tuning or porting). • Configure and troubleshoot network connectivity, including InfiniBand fabric. • Work directly with the client as first line of support, in English.

Role Description As a Technical Support Engineer for the Opplane VLMA, you will provide essential technical support to enterprise clients and telecom operators managing Mobile Private Networks (MPN). You will be responsible for: - Diagnosing network connectivity issues - Managing service tickets - Verifying that customer traffic flows smoothly through our virtual anchors This role is a great fit for a junior-to-mid-level networking professional with solid Linux fundamentals and hands-on experience configuring hardware via a Command Line Interface (CLI). Qualifications - 1–3 years of experience in a technical support, network operations center (NOC), or junior network administration role - Associate’s degree in Networking, Information Technology, or equivalent hands-on experience/certifications (e.g., Cisco CCNA, Juniper JNCIA, or CompTIA Linux+/Network+) Requirements - Networking Fundamentals & CLI Experience - CLI Proficiency - Proven hands-on experience using the Cisco IOS or Juniper Junos Command Line Interface to configure interfaces, check routing tables, and verify network status - Routing & Switching - Solid understanding of core networking concepts including: - IPv4/IPv6 addressing - Subnets - VLANs - Static routing - Basic dynamic routing protocols - Tunneling Concepts - Familiarity with how data tunneling works (such as GRE or basic VPNs) to safely carry traffic across networks - Linux System Administration - OS Navigation - Comfort working inside a Linux/Unix environment using standard terminal commands to: - Navigate directories - View system logs - Manage files - Network Diagnostics - Ability to use native Linux tools (e.g., ping, traceroute, ifconfig/ip, netstat) to troubleshoot server-side network connectivity - Service Management - Basic understanding of checking system services and verifying application status via the command line - Troubleshooting & Infrastructure Support - Packet Analysis - Basic familiarity with packet capturing tools like Wireshark or tcpdump to verify if traffic is successfully reaching its destination - Infrastructure Awareness - General understanding of virtualized network environments (VMs) and how remote edge devices (such as routers or gateways) connect back to a central core network Benefits - Global & Multicultural - Diverse perspectives, global collaboration (US, Portugal, India, and Singapore offices) - Startup Energy - Fast-moving, impact-driven environment - Ownership Mindset - Engineers own what they build - Collaborative & Friendly - Open, curious, and supportive culture

Title: Customer Support Area Lead Location: Austin 110000 - 141000 USD Annual Company Description Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer. Job Description The Customer Support Area Lead is responsible for overseeing multiple Customer Support Senior Team Leads within certain functional areas, which might be a site, group of sites or specific operational domain/area, driving strategic direction and operational excellence. In this role you are the full owner of your space in every aspect and are responsible for defining and executing on your area’s strategic objectives and focus on building high performing teams that consistently achieve our operational targets and quality standards. You will lead various cross-team initiatives to streamline processes and enhance operational efficiency. You will need to act as a Wise culture ambassador and clearly articulate complex challenges and inspire your team to be successful. Job Responsibilities - Area Leadership: Lead by example and drive a customer focused mindset across your team as well as the wider organisation. Promote a culture of ownership and accountability. Enable your teams to become high-performing through coaching, continuous development, and succession plans for senior leads. - People management: Coach and develop a strong team of Customer Support Senior Team Leads. Come up with initiatives to help your team to grow their skills, behaviours, and competencies. Design and manage development plans on identified opportunities. Conducts career map check-ins and makes recommendations for promotions, salary raises, and other decisions. - Operational management: Be accountable for your Area operations. Identify and propose opportunities for process improvements, policies, and team structures. Collaborate with central functions and other operational teams as needed to increase automation and operational efficiency. Monitor global area resource allocation and refine standard operating procedures to scale our operations. - Performance management: Be fully responsible for performance of the assigned Area. Drive the initiatives and KPIs of your area with the organisation’s strategic vision. Ensure that your senior team leads have appropriate plans in place to meet performance and quality targets. Create comprehensive plans for developing future leaders. Provide regular coaching and work with your direct reports to inspire them and improve their leadership skills. Be an advocate for the company values, our long term strategic goals and promote them across the Customer support organization. - Expertise Sharing: Be a subject matter expert in your area and stay up to date with changes in global and regional regulatory requirements. Maintain a comprehensive understanding of our regulatory obligations, internal policies, and applying a risk-based approach to deterring and preventing money laundering and financial crime. Take effective actions during audits and assist the compliance team with evolving our internal policies and standard operating procedures. - Planning and execution: Ensure operational area plans are set in place and provide insights to other stakeholders. Take full accountability in delivering your own initiatives and making sure your area is making progress on their goals. There is a clear strategy within your domain that is connected with the wider organisational key objectives. - Stakeholder management and communication: Lead and oversee complex, cross-team initiatives that involve multiple stakeholders. Set strategic priorities, allocate resources effectively, and ensure that key initiatives are delivered on time. You are able to communicate complex topics in an easy to understand and engaging way. Be an ambassador of Wise Culture and passionate advocate for Customer Success. Qualifications - Excellent verbal and written English skills (additional language skills are a plus) with the ability to clearly articulate your thoughts. - A minimum of 2+ years of experience in customer support organisation. - At least 4+ years of leading large teams. - Advanced understanding of the regulatory framework surrounding Customer Support. - Able to use and translate analytics to manage their operational area. - You are punctual, independent, proactive and willing to get things done. - You have excellent communication and interpersonal skills, strong organisational skills, great time management, and ability to work in a fast paced and high pressure environment. - Ability to multi-task and take responsibility in challenging situations; - You are capable of identifying gaps in policies and processes and providing detailed feedback, including examples when possible, through the established communication channels. - Proven track record of taking individual ownership and responsibilities as well as being a great team-player - Ability to independently analyze and move the team’s metrics without external support Nice to have: - Education: Bachelor’s degree in Finance, Business Administration, or related field. - Experience in using Business Intelligence tools such as Looker, Superset, Redash or Microtab. Additional Information - Location: Austin, Texas, USA (Hybrid) - Compensation: 110000 USD yearly - Language Requirement: Please submit your CV in English (our official working language). - Work Eligibility: Candidates must be authorized to work in the US. We cannot sponsor visas or provide relocation packages. - Remote Status: This is a hybrid role; it is not a fully remote position. - Benefits: Click here to see the benefits we offer! For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.