Technical Support Analyst – Senior Applications

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

📋 Description

• Conduct initial evaluations of incidents referred by the Support team

• Examine the technical context by reviewing logs, error messages, and other pertinent information

• Determine the severity, priority, and SLA of tickets

• Direct incidents to the appropriate technical teams, ensuring adequate context for resolution

• Oversee ticket progress and take necessary actions to guarantee compliance with established deadlines

• Ensure effective communication between Support and Engineering throughout the incident management process

• Identify recurring issues and aid in the documentation and enhancement of support processes

⛳️ Requirements

• Experience in Technical Support, Application Support, Service Desk, or incident management

• Proficiency in interpreting logs and error messages

• Fundamental programming and querying skills to facilitate problem investigation

• Experience in managing tickets, prioritizing tasks, and adhering to SLAs

• Highly organized with the ability to manage multiple incidents at once

• Strong communication skills and comfort interacting with technical teams

• Advanced proficiency in English

• Spanish language skills for communication with Latin American markets is advantageous

• Familiarity with ticketing and incident management tools is a plus

• Understanding of credit-related or B2B data solutions is a plus

🏝️ Benefits

• Meal/food allowance (VR/VA)

• Education allowance

• AMIL health plan with copayment

• AMIL dental plan without copayment

• Partnerships with FEI, FIAP, and FGV providing discounts on undergraduate and postgraduate courses

• Partnership for private English tutoring

• Partnership with CNA for language courses

• Individual development plan

• Internet reimbursement