Global Support Analyst II

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

📋 Description

• Strategically plan and implement small-scale software upgrades for hosted customer environments (BarTender, minor WA/WMS patches, configuration enhancements), coordinating timelines with Cloud Operations and clients.

• Assess pre-upgrade preparedness and post-upgrade performance using established checklists and basic technical evaluations.

• Lead mini-projects necessitating collaboration among Support, Cloud Operations, Product Engineering, QA, Security, and Enterprise Data teams.

• Collaborate with upstream data teams when data modifications pose a risk of disrupting downstream systems; manage validation and customer communications.

• Oversee the problem management process by liaising with external departments that possess technical root cause analysis information, ensuring that issues are documented and resolved.

• Conduct spot-checks on monitoring and alerting configurations for excessive noise, inadequate granularity, or lack of coverage.

• Collaborate with Tier 1 and Tier 2 support teams to pinpoint application-level indicators that suggest customer impact but are not yet monitored.

• Suggest and implement enhancements to alerting or dashboards in partnership with the monitoring team.

• Carry out proactive environment health assessments and propose remediation actions.

• Assist in maintaining the Knowledge Base: identify outdated articles, highlight gaps, and coordinate updates.

• Undertake operational tasks that extend beyond the daily case queue but enhance overall support quality (ServiceNow workflow testing, report generation, process validation).

• Document upgrade results and revise runbooks based on insights gained.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical technical experience.

• 2+ years in a technical support, IT operations, or systems administration role supporting enterprise software in production settings.

• Proficient in SQL: capable of writing queries for data validation, comprehending table relationships, and executing minor data corrections as directed.

• Practical experience with Microsoft Windows Server environments (service management, log review, basic resource monitoring).

• Solid understanding of application integrations: file transfers (CSV, XML), APIs, and system workflows.

• Experience in coordinating tasks or small projects across multiple teams with conflicting priorities.

• Familiarity with basic scripting (PowerShell, batch, or SQL) for configuration review and log analysis.

• Proficient English communication skills, with the capability to clearly articulate technical subjects to both technical and non-technical audiences.

• Self-motivated and capable of managing workload independently across several concurrent priorities.

🏝️ Benefits

• Health insurance

• Professional development opportunities

• Flexible working hours

• Paid time off