• 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.

• Atención y resolución de incidencias de Nivel 2 (N2) en la red de transmisión y transporte del operador. • Diagnóstico y análisis de fallos en infraestructuras DWDM, OTN y SDN. • Soporte técnico a equipos de operación, despliegue e ingeniería. • Ejecución de actividades de provisión, modificación y baja de servicios de transporte. • Coordinación con fabricantes y grupos de soporte N3 para la resolución de incidencias complejas. • Gestión del ciclo completo de incidencias mediante herramientas corporativas de ticketing. • Validación y seguimiento de trabajos programados, migraciones y ventanas de mantenimiento. • Elaboración y actualización de documentación técnica y procedimientos operativos. • Participación en análisis de causa raíz (RCA) y propuestas de mejora continua.

• Provide frontline technical support to Vecima customers for Content Delivery and Storage solutions • Manage technical support cases in alignment with service level agreements (SLAs) • Perform troubleshooting, failure analysis, and root cause analysis on Linux-based systems • Ensure timely resolution of customer issues • Handle verbal and written customer communications • Establish initial customer contact and remote connectivity to diagnose and troubleshoot video delivery systems • Escalate critical or complex issues to senior technical staff • Utilize monitoring tools to identify issues and open support or maintenance cases • Maintain end-to-end ownership and accountability for support cases • Document case progress, troubleshooting activities, root cause findings, and resolutions • Execute overnight maintenance activities • Participate in customer case review meetings • Participate in training to stay current on products and technologies • Contribute to the development and maintenance of technical documentation

• Onboard new clients and helps them integrate our API & launch payment methods • Investigate client-reported incidents & assist with questions via ticketing system • Use internal tools, logs, and monitoring systems (AWS CloudWatch Logs Insights, Kibana/Elasticsearch) • Work closely with our Development, Payments Operations, Sales teams to resolve merchant issues • Escalate requests to appropriate teams and facilitate/track them through resolution • Contribute to internal documentation