Support Analyst

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

📋 Description

• Identify and resolve technical challenges in varied and intricate environments.

• Conduct testing, replicate errors, analyze log files, and provide precise assessments to the Development team.

• Install and set up systems and appliances at client locations, including functionality testing and stability verification.

• Manage Level 1 and Level 2 support tickets via remote or on-site diagnostics, implementing solutions and performing routine preventative and corrective maintenance.

• Elevate critical cases to technical leadership with comprehensive context and impact evaluation.

• Supply code examples, technical documentation, and customized guidance based on customer requirements.

• Develop scripts and support tools for diagnostics or configuration purposes.

• Maintain internal knowledge bases and frequently asked questions (FAQs).

• Document recognized bugs with reproducible procedures.

• Update ITSM systems with detailed records of customer interactions.

• Organize and facilitate customer meetings regarding the proper and secure usage of products.

• Provide technical training to both customers and internal staff.

• Distribute and track customer satisfaction surveys (CSAT).

• Gather field feedback and recommend product and process enhancements.

• Ensure formal acceptance of technical deliverables and training sessions.

• Engage in discussions with Development concerning fixes, new features, and upcoming changes.

• Act as a liaison between customer requirements and the technical roadmap, reporting defects and opportunities for enhancement.

⛳️ Requirements

• Bachelor’s degree in Information Systems, Engineering, Computer Science, or a related discipline.

• Strong understanding of operating systems (Linux/Unix and Windows), networking, information security, and software architecture.

• Experience in log analysis, technical troubleshooting, and functional testing.

• Capacity to comprehend complex systems with various configurations and interdependencies.

• Familiarity with ITSM tools, ticket management systems, and technical support processes.

• Ability to create clear and concise technical documentation.

• Practical experience with Bash scripting.

• Understanding of programming logic.

• Intermediate proficiency in technical English (both written and spoken).

• Experience in installing and managing servers, including rack setup and connecting devices to power distribution units (PDUs) and network switches.

• Willingness to provide support outside regular business hours, on weekdays and weekends, as part of a rotating on-call schedule.

• Excellent interpersonal communication abilities.

• Preferred: knowledge of cryptography, HSMs, security modules, or standards such as ICP-Brasil.

• Preferred: experience working with government clients or in high-criticality projects.

• Preferred: information security certifications, including CompTIA Security+ and ISO 27001.

• Preferred: ITIL 4 certification.

• Preferred: CCNA certification.

• Preferred: practical knowledge of programming languages such as Java, C, C++, Python, or Go.

• Preferred: experience with electrical work and soldering tools.

• Advanced networking expertise with demonstrable hands-on experience is a plus.

🏝️ Benefits

• Profit-sharing program (PLR).

• Health insurance.

• Dental insurance.

• Attractive benefits package, including meal and food allowances, among others.

• Transportation reimbursement.

• TotalPass.

• Day off (your day, your way).

• Partnership with Sesc.

• Extended maternity and paternity leave.

• Mental health platform (therapy).

• Highly skilled technical team.

• Low bureaucracy and high impact.

• Freedom with accountability.

• Emphasis on diversity, respect, and creativity.

• Opportunities for personal growth and contributions to strategic technical decisions.

• Frequent social gatherings (happy hours).

• Relaxation area.

• A variety of food and beverages available daily, at no cost.

• Regular feedback.

• A collaborative environment that respects diversity, minimizes bureaucracy, and consistently promotes creativity and professional development.