Support Analyst – Junior

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

📋 Description

• Deliver empathetic and proactive technical support to our customers, providing effective solutions.

• Manage support inquiries through a ticketing system, and occasionally through video calls.

• Address customer queries and problems, handling multiple tickets at once.

• Document, classify, and prioritize tickets according to established SLAs.

• Conduct platform tests to verify inquiries and issues.

• Refer more complex problems to higher support levels as needed.

• Analyze and troubleshoot code.

• Work collaboratively with internal teams, including Consulting, Engineering, and Customer Success.

• Monitor open issues with the Engineering team and keep customers informed on progress.

• Engage in team and company meetings and events.

• Contribute towards achieving personal KPIs and team objectives.

• Stay informed about the latest features of our products.

• Produce technical content, such as solution documentation and FAQs.

• Serve as a partner to customers, seeking to understand their requirements and deliver optimal support.

⛳️ Requirements

• Strong and clear communication skills, both verbal and written.

• Understanding of API concepts and practices utilizing RESTful design patterns.

• Proficient in using tools and interpreting input/output data to diagnose system behavior.

• Ability to effectively prioritize and escalate customer issues.

• Basic understanding of programming logic.

• Fundamental knowledge of relational and non-relational databases, and the ability to write simple queries.

• Familiarity with API functional testing tools such as Postman, cURL, and SoapUI.

• Completed or ongoing degree in Technology or related fields.

• Previous experience in N1 and/or N2 technical support is a plus.

• Knowledge of API documentation using OpenAPI Specification (Swagger) is a plus.

• Familiarity with ticket and incident management systems like Zendesk or Jira is a plus.

• Knowledge of scripting languages, such as JavaScript or Python, is a plus.

• Intermediate proficiency in English and/or Spanish is a plus.

🏝️ Benefits

• Meal and Food Allowance (Flash benefits card).

• Health Insurance.

• Dental Plan.

• Life Insurance.

• Profit-sharing bonus (PPR).

• TotalPass (wellness/fitness benefit).

• Childcare Assistance.

• Well-being Program (for physical and mental health).

• Corporate University (our #SensediaAcademy).

• Cultural and educational partnerships offering special discounts.

• Extended maternity and paternity leave.