Junior Support Analyst

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

📋 Description

• Manage and oversee technical support tickets.

• Communicate through various channels, including email, Slack/Teams, and forums.

• Ensure customer and developer partner satisfaction by following tickets through to resolution.

• Conduct triage, classification, and escalate alerts as necessary.

• Analyze and debug code in Java, JavaScript, or the primary programming language of the platform.

• Test API workflows in both development and production settings.

• Assist in analyzing RESTful API design.

• Suggest usability enhancements and aid users in implementing technical solutions for their business challenges.

• Create and monitor dashboards using tools such as Grafana and Kibana.

• Evaluate the health of the developer experience and identify patterns, friction points, and opportunities for automation.

• Develop automations and scripts to streamline internal processes.

• Advocate for best practices in utilizing the internal platform, both internally and externally.

• Serve as the developer's voice within the organization.

• Collaborate with Engineering, Product, Customer Success, and Support teams.

• Contribute to the agile resolution of issues and the rollout of new, user-friendly features.

⛳️ Requirements

• Proficiency in a programming language and scripting, such as Java, JavaScript, Python, or Go.

• Strong analytical and troubleshooting capabilities for critical systems.

• Understanding of API concepts and practices, especially with RESTful design patterns.

• Ability to manage tools and analyze input/output data to diagnose system behavior.

• Familiarity with tools like Prometheus, Kibana, Grafana, Zabbix, or similar platforms.

• Knowledge of functional API testing tools, including Postman, cURL, and SoapUI.

• Experience with ticket management systems such as Zendesk and Jira.

• Strong and assertive communication skills.

• Prior experience in providing technical support to developers or for API-based products is an advantage.

• Proficiency in technical English or Spanish (reading and writing) is a plus.

• Ability to create structured, instructional technical content is beneficial.

• Familiarity with SOAP web services is advantageous.

• Understanding of API documentation using the OpenAPI Specification (Swagger) and business workflows is a plus.

• Exclusive opportunity for People with Disabilities (PwD).

🏝️ Benefits

• Meal and food allowance — Flash Card.

• Health and dental insurance.

• Life insurance.

• Profit-sharing program (PPR).

• TotalPass.

• Childcare assistance.

• Well-Being Program focused on physical and mental health.

• Corporate University — #SensediaAcademy.

• Cultural and educational partners offering special discounts.

• Extended maternity and paternity leave.

• Flexible work model through #WorkWhereYouBelong.

• Welcoming and respectful work environment.

• Accessibility resources and accommodations available throughout the hiring process, as needed.