Senior Product Support Specialist

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

📋 Description

• Analyze N2-level production challenges using logs and observability tools like Dynatrace until identifying the root cause.

• Relay technical findings to the development team for effective resolution.

• Record recurring issues along with their solutions, developing a searchable knowledge base for the team and other clients.

• Differentiate between genuine incidents and product enhancements reported as errors, and formally direct these cases to the appropriate backlog.

• Outline support requirements for new products prior to go-live, including access needs, specific considerations, and operational risks.

• Act as the client liaison on projects lacking a dedicated development team, translating project scope into a commercial proposal through to delivery.

• Mentor and assist the N1 support analyst in client service and daily analysis tasks.

• Develop and maintain operational reports and dashboards in Metabase.

• Enhance the organization and visibility of the operations team through documentation and ticket-volume metrics.

⛳️ Requirements

• 4–5 years of practical experience in operations, including production support, advanced technical support, or a similar role.

• Basic programming and logical skills—daily coding is not required, but you should be able to comprehend and validate logs and code snippets.

• Familiarity with databases.

• Intermediate proficiency with tracing and observability tools, such as Dynatrace.

• An investigative mindset and the independence to suggest solutions without fully defined tasks.

• Excellent communication skills for collaborating with clients and guiding fellow team members.

• Prior experience with financial products, including card onboarding, credit analysis, credit bureaus, liveness detection, and document submission.

🏝️ Benefits

• Freedom to investigate, propose, and design solutions from the ground up.

• The chance to establish and define a new role within the company.