Technical Support Analyst – SaaS

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

📋 Description

• Manage and resolve user tickets, ensuring timely service, effective communication, and adherence to SLAs.

• Analyze logs, requests, databases, and application behavior to investigate and diagnose technical issues.

• Replicate bugs, document them with supporting evidence, and escalate them to the Development team with clear prioritization.

• Monitor incidents until resolution while keeping users updated.

• Validate and test fixes and new features both before and after deployment.

• Develop and maintain a knowledge base, FAQs, and internal support procedures.

• Identify recurring issues and collaborate with Product and Technology to suggest product and process enhancements.

• Establish support metrics such as ticket volume, SLA compliance, resolution time, backlog, and customer satisfaction.

• Within the first 30 days, gain familiarity with the platforms, architecture, key user flows, and recurring issues.

• By 60 days, independently manage and diagnose tickets, escalating only those requiring code changes to Development.

• By 90 days, organize the knowledge base and set up the department’s initial metrics, recommending improvements to minimize recurring tickets.

⛳️ Requirements

• Proven experience in providing technical support within software/SaaS companies.

• Understanding of Backend and/or Frontend Development.

• Familiarity with REST APIs, HTTP requests, and tools such as Postman and browser DevTools.

• Proficiency in SQL for querying and data analysis.

• Experience with ticketing systems (Zendesk, Freshdesk, Jira Service Management, or similar).

• Excellent written communication skills with the ability to simplify technical issues for users.

• Intermediate proficiency in English.

• Preferred: practical experience as a Backend or Frontend Developer.

• Preferred: familiarity with JavaScript/TypeScript, Node.js, Python, or PHP.

• Preferred: experience with log analysis and monitoring tools (Datadog, Sentry, Grafana, or similar).

• Preferred: background in DTC, e-commerce, or Direct Response companies.

• Preferred: experience utilizing AI and automation within support workflows.

🏝️ Benefits

• Career development plan.

• Profit-sharing bonus (PLR).

• 100% remote work.

• Contractor engagement (PJ).