Analista de Suporte, N2

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Provide level 2 technical support for clients using the Lyceum platform.

• Analyze, investigate, and resolve incidents related to academic, administrative modules, and system integrations.

• Diagnose issues by examining scenarios, evidence, logs, and application data.

• Identify the root cause of incidents and propose definitive solutions to prevent recurrence.

• Assist clients in using the platform, addressing technical questions, and guiding them on best practices.

• Collaborate with Development, Product, Implementation, and Infrastructure teams to resolve complex demands.

• Monitor critical incidents, ensuring proper communication, quality in service, and adherence to SLAs.

• Produce and update technical documentation, knowledge base, and operational procedures.

• Support analyses related to updates, fixes, and new versions of the platform.

• Contribute to continuous improvement initiatives of processes and support operations.

⛳️ Requirements

• Bachelor's degree in Information Technology, Information Systems, Computer Engineering, Systems Analysis and Development, or related fields.

• Experience in technical support for corporate systems, application maintenance, or specialized service.

• Familiarity with incident analysis and resolution, root cause investigation, and problem-solving.

• Knowledge of ERP systems, integrated systems, and business processes.

• Proficiency in relational databases and SQL queries.

• Experience in reading and interpreting application logs.

• Familiarity with ticket management and customer support tools.

• Ability to document analyses, technical procedures, and solutions.

• Strong verbal and written communication skills for interaction with clients and internal teams.

• Organization, autonomy, and ability to prioritize tasks effectively.

🏝️ Benefits

• 💻 Continuous training to keep you ahead

• 🎫 Meal vouchers for your everyday comfort

• ✨ Comprehensive medical assistance for your well-being

• 🎉 Day Off in your birthday month because celebrating is important

• 🏋️ Wellhub - Gympass to take care of your body and mind

• 🛟 Pluxe-Cuida, providing psychological, financial, and legal support

• 🎭 SESC for leisure, culture, and well-being

• 👶 Extended paternity leave to spend more time with family