Support Analyst

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

📋 Description

• Deliver Tier 2 technical support for the Lyceum platform.

• Analyze, investigate, and resolve issues pertaining to academic and administrative modules as well as system integrations.

• Identify underlying causes and suggest permanent solutions to prevent future occurrences.

• Execute database queries for analysis and diagnosis of problems.

• Read and interpret application logs effectively.

• Assist clients in utilizing the platform and addressing technical inquiries.

• Collaborate closely with Development, Product, Implementation, and Infrastructure teams.

• Monitor critical incidents to ensure compliance with Service Level Agreements (SLAs).

• Generate technical documentation and contribute to the knowledge repository.

• Support validation processes related to new releases, fixes, and changes in the production environment.

• Participate in ongoing improvements to support and service processes.

⛳️ Requirements

• Bachelor's degree in Information Technology, Information Systems, Computer Engineering, Systems Analysis and Development, or a related discipline.

• Proven experience providing technical support for enterprise systems.

• Experience in application maintenance or Tier 2 support roles.

• Background in incident analysis and management.

• Proficient in root cause analysis and problem resolution techniques.

• Familiarity with relational databases.

• Competence in writing SQL queries.

• Experience with ticketing systems.

• Background in customer support.

• Ability to read and interpret application logs.

• Experience with ERP or integrated systems.

• Familiarity with SaaS platforms.

• Knowledge of educational management systems.

• Understanding of academic and administrative processes within educational institutions.

• Experience with APIs and system integrations.

• Knowledge of cloud environments.

• Proficiency in application monitoring.

• Experience working in both Windows and Linux environments.

• Familiarity with agile methodologies (Scrum and Kanban).

• Experience in producing technical documentation and maintaining a knowledge base.

• Ability to support multiple clients simultaneously.

• Experience in managing priorities and meeting SLAs.

🏝️ Benefits

• Medical insurance

• Meal or food voucher (VA or VR)

• Birthday day off

• Paternity leave

• Childcare assistance

• Home office allowance