• Provide L2 application support during shifts • Proactively monitor system health and respond to incidents • Investigate and resolve production issues across infrastructure, networking, databases, and application layers • Escalate issues and collaborate with development and SRE teams • Maintain documentation, runbooks, monitoring and alerting improvements • Taking part in the release cycle • Participate in shift rotations

Role Description - Delve deep into product functionalities to address intricate product queries. - Cultivate a broad understanding of the product codebase. - Perform Level 3 analysis, troubleshooting, and resolution of customer service requests (CSRs). - Scrutinize product logs, draw parallels with code, and pinpoint problems at the L2 level. - Adhere to stipulated protocols for escalating issues to the engineering team. - Craft patches or hot-fixes in tandem with the backend engineering function, when required. - Be actively involved in assessing and implementing product upgrade and installation protocols. - Channelize valuable customer feedback to the backend engineering function for product enhancements. Qualifications - Proficiency in Core Java programming. - Adeptness in scripting (Shell or Perl). - Profound knowledge of Linux. - Stellar verbal and written communication prowess. - Proven ability to engage transparently with both customers and internal stakeholders. - Collaborative mindset for working with diverse teams. - Demonstrated efficiency in resolving queries over call and email. - A robust experience of 5-7 years in the software domain, with a preference for a telecommunications background. - Minimum of 4 years in an L2 Support Engineer capacity or a role of similar nature. - A development (programming) stint spanning 2-3 years will be advantageous. - Education in Computer Science, Electronics and Communication Engineering, Telecom Engineering, or any allied domain. Benefits - Fully remote opportunity. - Applicants must be based in Portugal.

• Respond to member enquiries via phone, email, and messaging platforms • Manage new member onboarding and account setup • Process membership cancellations, changes, and offboarding requests • Maintain accurate customer information within the CRM • Follow up on customer reviews and feedback • Assist members with bookings, memberships, and general enquiries • Deliver outstanding customer service with professionalism and empathy • Provide first-level troubleshooting for common member issues • Assist members with access, login, and system-related enquiries • Use remote support tools (such as TeamViewer) when required • Escalate unresolved issues to the appropriate team • Coordinate with on-site staff when physical assistance is needed • Prepare weekly overnight support reports

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.