Mid-Level Support Analyst – N2

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

📋 Description

• Provide direct assistance to customers facing technically complex issues.

• Evaluate tickets escalated by N1, ensuring system functionality, adherence to business rules, and identifying any inconsistencies.

• Aid N1 in eliminating technical obstacles and addressing concerns.

• Examine incidents, system malfunctions, and integration failures through troubleshooting, APIs, logs, and data queries.

• Forward issues that necessitate fixes or modifications to Development (N3), documenting findings and monitoring resolution progress.

• Contribute to N1's knowledge base by creating and updating articles, documentation, and playbooks.

• Recognize recurring problems and suggest enhancements and automation practices.

⛳️ Requirements

• Proven experience in providing technical support for SaaS applications.

• Proficiency in APIs, Postman, SQL, integrations, and log analysis.

• Possess an investigative mindset, strong analytical reasoning, and excellent communication abilities, with a high degree of autonomy.

• Experience in technical documentation and handling escalation processes.

• Availability from 9:00 a.m. to 7:00 p.m.

• Preferred knowledge of Datadog, Metabase, Databricks, Intercom, Jira, and Confluence.

• Familiarity with electronic service invoices (NFS-e), integrated financial systems, and ITIL practices.

• Understanding of AI applications in support, particularly Claude.

• Experience with remote access tools, Google Meet, phone communications, and automation technologies.

🏝️ Benefits

• Meal and food allowance of R$1,000.00 | iFood Card – no deductions during vacation periods

• Home office allowance of R$150.00

• Wellz – mental health/psychotherapy services | Provided at no cost to employees

• Gympass – physical health/gyms | Available for dependents as well

• Guapeco – pet health insurance

• English language classes | Offered at no cost to employees

• Health insurance | Co-payment required

• Reimbursement for coworking day-pass | Applicable across all Brazilian states

• Extended parental leave policy

• Baby gift basket for expecting parents

• Partnership with Farmasesi | Limited to Santa Catarina (SC)

• Partnership with Educação Sesi | Limited to Santa Catarina (SC)

• Birthday day off

• Laptop and monitor provided to your home

• R$2,000.00 voucher for purchasing additional equipment as needed