N2 Support Analyst

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

📋 Description

• Deliver Level 2 technical support by performing comprehensive analysis of incidents and issues reported by customers and the N1 team.

• Execute structured technical troubleshooting, encompassing identification, reproduction, diagnosis, and resolution of problems.

• Examine system logs, requests, and integrations to pinpoint failures.

• Conduct API and integration testing utilizing tools like Postman.

• Execute SQL queries to explore inconsistencies, analyze data, and interpret stored procedures.

• Assist the N1 team with technical expertise and appropriate escalations.

• Collaborate with Engineering and Product teams to resolve bugs and implement improvements.

• Monitor incident metrics, such as SLA compliance, recurrence, and impact.

• Document solutions and enhance the knowledge base.

• Propose ongoing enhancements to processes and products.

⛳️ Requirements

• Professional experience in providing Level 2 (N2) technical support, focusing on investigating and resolving complex issues beyond basic user assistance.

• Intermediate SQL proficiency, including joins, filters, data analysis, and the investigation of inconsistencies.

• Familiarity with REST APIs, covering requests, HTTP methods, headers, and status codes.

• Experience in API testing with Postman or similar tools.

• Understanding of networking principles, including HTTP/HTTPS, latency, and request behavior.

• Proficient in using DevTools to inspect requests, analyze the console, and troubleshoot issues.

• Skills in log analysis and error identification.

• Knowledge of Agile methodologies, including Scrum and Kanban.

• Currently pursuing or have completed higher education in a technology-related field, such as Systems Analysis and Development, Computer Science, or a similar discipline.

• An analytical and investigative mindset.

• Ability to communicate effectively with both technical and non-technical teams.

• Strong organizational skills and the ability to prioritize tasks.

• A sense of urgency and accountability.

• Collaboration and teamwork skills.

• Capability to work autonomously in investigation and decision-making.

• Proficiency in swiftly resolving problems.

• Flexibility to adapt to changing conditions and dynamic environments.

• Experience in providing support within SaaS environments is a plus.

• Familiarity with observability tools such as Grafana and Datadog is a plus.

• Experience with integrations, including webhooks and external APIs, is a plus.

• Basic understanding of JavaScript, Python, or a similar programming language is a plus.

• Technical English proficiency for reading documentation is a plus.

🏝️ Benefits

• Flash meal allowance.

• Health insurance.

• Alura corporate learning program.

• Day off.

• TotalPass.

• Life insurance.

• Course incentives.