Senior Analyst – Technical Support and Sustaining, Platform Engineering

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

📋 Description

• Investigate and resolve complex, high-severity incidents at the N3/N4 level.

• Analyze logs and trace transactions utilizing APM and Distributed Tracing.

• Query SQL and NoSQL databases to identify and diagnose failures.

• Lead the critical incident lifecycle and facilitate war room sessions.

• Ensure strict adherence to SLAs while resolving support tickets.

• Conduct post-mortems and root cause analyses (RCAs) to mitigate future occurrences.

• Evaluate business impact beyond mere infrastructure monitoring.

• Analyze business rules and application flows specifically for financial applications.

• Design, develop, and fine-tune intelligent dashboards and alerts (SLIs/SLOs).

• Monitor performance indicators for systems and external partners, including acquirers, sub-acquirers, and payment methods.

• Collaborate with development squads to foster continuous improvement of applications.

• Map and standardize operational support processes.

• Architect troubleshooting workflows within the knowledge base.

• Ensure minimum observability and documentation standards for newly supported products.

⛳️ Requirements

• Strong hands-on expertise with New Relic, particularly in APM, logs, Distributed Tracing, and NRQL.

• Experience with Grafana or similar tools for dashboards and metric correlation.

• Advanced skills in crafting complex queries across SQL and NoSQL databases.

• Ability to extract and transform transactional and business metrics into proactive alerts.

• Practical experience with ITIL, including Incident Management, Problem Management, and post-mortems, integrated with observability.

• Familiarity with SLAs, SLIs, thresholds, and application health metrics.

• Hands-on experience applying Generative AI and LLMs as aids for troubleshooting.

• Knowledge of acquiring, sub-acquiring, fintech, or large e-commerce/retail platforms.

• Excellent communication, interpersonal coordination, and storytelling capabilities for executive presentations.

• Experience in coordinating critical incidents, war rooms, post-mortems, and RCAs.

• Analytical mindset for interpreting system behavior in relation to financial and operational impacts.

• Ability to work collaboratively with development, product, business, and external supplier teams.

• Strong skills in prioritization, proactivity, autonomy, and adaptability in dynamic environments.

🏝️ Benefits

• Flexible medical and dental insurance plans.

• Prescription assistance and healthcare allowance for family members.

• Free psychotherapy sessions and 24/7 telemedicine services.

• Ongoing prevention, mental health, and vaccination programs.

• Meal vouchers (or on-site dining options) and a food allowance (plus an extra voucher during Christmas).

• Discounts of up to 40% on brands within our ecosystem.

• Gympass/TotalPass membership for access to gyms and sports studios.

• Home office allowance for hybrid and remote work arrangements.

• Additional day off for birthdays.

• Pet health insurance, partner discounts, and travel/accommodation programs.

• Extended parental leave (180 days for mothers and 120 days for fathers).

• Support for parents of children with special needs and childcare assistance.

• School supplies allowance and child nutrition credit.

• Dedicated legal, psychological, and social support services.

• Private pension plan and life insurance coverage.

• Bereavement support following the loss of parents and payroll-deducted loans.

• Transportation allowance and parking (depending on the work arrangement).

• Enhanced policy for fully compensated on-call duty.