Support Analyst, N2

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

📋 Description

• Assess and categorize cases escalated by the N1 team via Monday, identifying whether they are bugs, expected behaviors, enhancement requests, or operational inquiries.

• Investigate the underlying causes of issues by querying data directly within the MySQL database.

• Thoroughly document bugs with reproduction steps, supporting evidence, and comprehensive data, then relay them to the Development team (N3).

• Provide guidance to the N1 team regarding the handling of each case based on your analysis.

• Assist the N1 team and other departments with technical inquiries and reports of potential bugs through internal communication channels.

• Prioritize the request queue based on the impact of each issue on the platform.

• Adhere to the team’s analysis and documentation procedures consistently, ensuring that no issue is missed.

⛳️ Requirements

• Proficiency in MySQL databases, with the capability to write queries for data investigation and issue resolution.

• Ongoing or completed degree in Information Technology or a related field, or relevant practical experience in technology roles.

• Prior experience in technical support.

• Strong logical reasoning and analytical skills, with a genuine interest in troubleshooting and problem-solving.

• Ability to rapidly grasp the business rules of a complex and comprehensive system.

• Discipline and organization to adhere to daily operational processes.

• Excellent written and verbal communication skills, enabling clear and objective interactions with various departments.

• Enthusiasm for technology and utilizing AI to enhance productivity.

• Basic programming knowledge or the ability to read code, logs, and APIs.

• Experience in SaaS companies or within the mobility and delivery sectors.

🏝️ Benefits

• 100% remote work: operate from home, requiring a quiet environment, a dependable internet connection, and privacy for meetings.

• Health insurance through Bradesco Saúde or SulAmérica (provided by the company at no cost to the employee; dependent coverage is available for an additional fee per dependent).

• Dental insurance via Bradesco Saúde (optional and employee-paid).

• Life insurance coverage.

• Daily meal allowance of BRL 52.00 via Flash benefits card.

• Remote work allowance of BRL 136.40.

• Wellhub (formerly Gympass).

• Days off: one day off during your birthday month; Carnival and Ash Wednesday; as well as December 24 and 31.

• A challenging environment that will foster your growth and rapid development.