Junior Support Analyst

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

📋 Description

• Oversee, respond to, and deliver assistance for client environments

• Conduct preliminary incident assessments

• Monitor alerts and maintain ticket records

• Identify, evaluate, and resolve infrastructure and application alerts

• Reach out to clients during instances of service unavailability or degradation

• Escalate incidents to specialized teams as necessary

• Document incidents and the solutions implemented

• Assist in achieving service level agreements and operational KPIs

⛳️ Requirements

• Experience in managing and handling tickets via Zendesk

• Familiarity with environmental monitoring using Prometheus or similar tools

• Capability to interpret logs, metrics, and alerts

• Understanding of incident management processes and technical support best practices

• Experience with Grafana is a plus

• Knowledge of observability and monitoring concepts is a plus

• Understanding of ITIL or IT service management frameworks is a plus

• Background in NOC operations or Service Desk is a plus

🏝️ Benefits

• Meal/Food allowance or voucher (Flash benefits card)

• Health insurance

• Dental plan

• Life insurance

• Performance-based bonus (PPR)

• TotalPass benefits

• Childcare assistance

• Well-Being program (for physical and mental health)

• Corporate University (our #SensediaAcademy) with various development tracks

• Cultural and educational partners offering special discounts

• Extended maternity and paternity leave

• Flexible work model