Technical Support Analyst – Junior

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

📋 Description

• Accept and conduct the initial assessment of incoming tickets.

• Ensure accurate routing and classification of tickets.

• Perform preliminary analysis of logs, errors, and system performance.

• Address operational incidents of low to medium complexity.

• Ensure adherence to service and response SLAs.

• Keep clients updated on the progress of their tickets.

• Conduct ongoing follow-ups with squads or other involved teams.

• Assist in identifying recurring issues and suggest enhancements.

• Update and maintain the knowledge base with solutions and procedures.

• Help organize technical schedules and checkpoints with clients.

• Adhere to and reinforce processes and workflows established by the support area.

⛳️ Requirements

• Education: A university degree (either in progress or completed) in fields such as Information Technology, Information Systems, Systems Analysis and Development, or related disciplines.

• Experience: Familiarity with ticketing/issue management tools (e.g., Jira, Zendesk, ServiceNow, or similar).

• Technical skills: Basic understanding of APIs (request/response, HTTP status codes).

• Fundamental troubleshooting and incident analysis capabilities.

• Ability to read logs and identify errors.

• Proficient in Microsoft Office/Google Workspace (mainly for documentation and tracking purposes).

🏝️ Benefits

• Meal and food allowances.

• Education assistance.

• Health insurance (SulAmérica — Especial 100).

• TotalPass (corporate wellness/fitness benefit).

• Life insurance (MetLife).

• Birthday day off each year.