Junior Support Analyst

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

📋 Description

• Deliver technical assistance to customers by providing empathetic and proactive solutions.

• Keep informed about product features, dependencies, technology stack, and operational effects.

• Manage support inquiries through Zendesk and occasionally via video calls, adhering to SLAs.

• Investigate, diagnose, and address incidents, issues, and inquiries related to products and services.

• Work collaboratively with Customer Success, Product Engineering, and Consulting teams.

• Develop, review, and enhance technical documentation.

• Analyze and interpret infrastructure logs.

• Analyze and debug code effectively.

• Serve as a liaison between Support and Engineering by escalating needs and prioritizing requests.

• Engage in team and company meetings and events, including online sessions.

• Evaluate and enhance support processes.

• Proactively identify challenges and improve the customer experience.

• Comprehend customer needs and deliver optimal support.

⛳️ Requirements

• Proficiency in Spanish to assist LATAM customers.

• Strong prioritization abilities along with excellent verbal and written communication skills.

• Basic understanding of HTTP requests, including calls, methods, and status codes.

• Capability to read and analyze code and service health dashboards.

• Familiarity with logs, Chrome DevTools, JSON, Grafana, and Kibana.

• Experience with API testing tools such as Postman, cURL, and SoapUI.

• Solid understanding of APIs and system integrations.

• Experience in analyzing and debugging JavaScript and/or Java code.

• Intermediate SQL knowledge and proficiency in query writing.

• Ability to document bugs, exceptions, and unexpected behaviors.

• Completed or currently pursuing a degree in Technology or a related field.

• Relevant experience in technical support and customer service for a SaaS platform is a plus.

• Practical knowledge of ITIL and Service Level Agreements (SLAs), including incident, problem, and service request management is a plus.

• Familiarity with Apache Camel, particularly in integration analysis and troubleshooting, is a plus.

• An investigative mindset and the ability to interpret official documentation is a plus.

🏝️ Benefits

• Meal Voucher/Food Voucher (Flash benefits card).

• Health Insurance.

• Dental Insurance.

• Life Insurance.

• Profit-Sharing Program (PPR).

• TotalPass.

• Childcare Assistance.

• Well-Being Program supporting physical and mental health.

• Corporate University (#SensediaAcademy), offering various development paths.

• Cultural and educational partners providing special discounts.

• Extended maternity leave.

• Extended paternity leave.

• Flexible work model: #WorkWhereYouBelong.

• Opportunity is also available to individuals with disabilities.