SurePay is a leading account verification platform relied upon by 250+ banks and thousands of organizations. Founded in 2016 and headquartered in Utrecht, the Netherlands, SurePay is scaling its platform and team across Europe and beyond. About the role: Our support team handles complex, API-driven verification services (VOP, COP, and IBAN Name Check) across the UK, the Netherlands, and the rest of the EU. Because our solution is highly technical rather than a standard SaaS platform, you won’t just be answering basic user questions. You will dig into system logs, troubleshoot non-standard API issues, monitor service health, manage certificates, and collaborate closely with our engineering team. Responsibilities include: technical troubleshooting and resolution by analyzing API logs (using Elastic/OpenSearch) and liaising with development teams when necessary; customer communication primarily via email (approximately 99%), with occasional Zoom calls or phone outreach for complex cases or incident handling; service operations and monitoring including monitoring system health, assisting with incident and release management processes, handling client certificate renewals, and conducting data analysis; and process and documentation building to structure our support operations by documenting common issues, building internal knowledge bases, and streamlining daily workflows. About you: We are looking for a proactive, tech-savvy Customer Support Specialist to join our growing team. As our processes are still evolving, we need someone who thrives in an unstructured environment and a

SurePay is a leading account verification platform relied upon by 250+ banks and thousands of organizations. Founded in 2016 and headquartered in Utrecht, the Netherlands, SurePay is scaling its platform and team across Europe and beyond. About the role: Our support team handles complex, API-driven verification services (VOP, COP, and IBAN Name Check) across the UK, the Netherlands, and the rest of the EU. Because our solution is highly technical rather than a standard SaaS platform, you won’t just be answering basic user questions. You will dig into system logs, troubleshoot non-standard API issues, monitor service health, manage certificates, and collaborate closely with our engineering team. Responsibilities include: technical troubleshooting and resolution by analyzing API logs (using Elastic/OpenSearch) and liaising with development teams when necessary; customer communication primarily via email (approximately 99%), with occasional Zoom calls or phone outreach for complex cases or incident handling; service operations and monitoring including monitoring system health, assisting with incident and release management processes, handling client certificate renewals, and conducting data analysis; and process and documentation building to structure our support operations by documenting common issues, building internal knowledge bases, and streamlining daily workflows. About you: We are looking for a proactive, tech-savvy Customer Support Specialist to join our growing team. As our processes are still evolving, we need someone who thrives in an unstructured environment and a