Intermediate/Senior Digital Support Analyst

This is a fully remote position, open to applicants in Brazil, +2 more countries.

📋 Description

• Address and prioritize alerts associated with e-commerce applications and services.

• Escalate incidents as required, considering their impact and severity.

• Triage and examine incidents referred from Level 1 Technology Support.

• Monitor incidents until resolution, escalating to other teams when necessary.

• Attend to out-of-band and ad-hoc support requests.

• Assist with the deployment of new applications and services.

• Collaborate with development teams and external partners to drive issues or changes to resolution.

• Observe and evaluate logs, trends, and guest feedback regarding digital services.

• Communicate information, knowledge, and status updates to support teams.

• Provide support for digital and e-commerce services utilized by guests and franchise locations globally.

⛳️ Requirements

• Over 5 years of experience in technical support roles.

• Proficient in investigation, root-cause analysis, and incident management.

• Experience in triaging, investigating, and escalating technical issues based on significance and urgency.

• Excellent verbal and written communication capabilities.

• Skilled in technical documentation and explaining technical issues to non-technical audiences.

• Collaborative mindset with the ability to seek solutions beyond standard procedures.

• Knowledge of AWS Lambda and Dynatrace.

• Previous QSR experience supporting public-facing e-commerce applications.

• Familiarity with third-party delivery applications or integrations.

• Knowledge of Postman and ServiceNow.

• Understanding of DynamoDB, Azure DevOps, and BrowserStack.

• Experience in Point-of-Sale (POS) support.

• Background in public-facing support or support across a large client/user base.

• Bachelor’s degree or higher in Computer Science, Software Engineering, or a related field, or equivalent practical experience.

🏝️ Benefits

• Contribute to digital services that enhance the ordering experience for millions of guests globally.

• Tackle real-world technical challenges and enhance investigation and incident management skills.

• Acquire hands-on experience with AWS Lambda, Dynatrace, Postman, and more.

• Opportunities for professional and personal growth.

• Flexibility to work from any location.

• Be part of a diverse, dedicated remote-first team.