This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Suporte Sênior based in Brazil.
This is a senior support role focused on keeping corporate systems reliable, efficient, and increasingly automated. You will work across SaaS platforms, ticketing tools, user support, licensing, and IT service management. The role combines hands-on troubleshooting with process improvement and automation, including the use of AI agents and scripts. You will collaborate closely with Engineering, Delivery, IAM, vendors, and business stakeholders. A strong focus on root-cause analysis, ITIL practices, and knowledge management will help improve service quality and reduce recurring incidents. This is an opportunity to take ownership of support operations while helping shape more intelligent and scalable ways of working.
Accountabilities:
- Manage and prioritize N1/N2 support requests from opening through resolution, identifying root causes and ensuring incidents are appropriately escalated and tracked.
- Coordinate root-cause resolution with relevant teams, managing expectations from demand intake through sprint execution and communication to stakeholders.
- Administer and maintain corporate SaaS platforms and ticketing tools, including queues, workflows, automations, fields, permissions, and configurations.
- Manage software licenses and tool inventories, including allocation, group assignments, availability tracking, and support for vendor contract renewals.
- Implement diagnostic tools, scripts, and process automations to reduce resolution times, improve user satisfaction, and increase support efficiency.
- Apply ITIL principles to incident management, continuously improving support processes and reducing recurring incident volumes.
- Build and maintain a knowledge base that supports both human teams and AI-enabled support initiatives, while contributing to training and First Call Resolution improvements.
- Develop and manage AI agents and automation solutions to streamline repetitive support activities and improve operational efficiency.
- Partner with Engineering, Delivery, IAM, vendors, and other stakeholders to resolve technical issues and coordinate system-related initiatives.
- Monitor software versions and releases, assess potential impacts, and coordinate testing and implementation of updates.
- Evaluate and homologate new tools, validate SaaS budgets and costs, and prepare technology-related requests for financial approval.
- Define and monitor support efficiency and process improvement KPIs, presenting insights and AI-driven improvements to management.
- Support ISO 27001 audits and provide the required information and documentation related to corporate systems and support processes.
Requirements
- 2+ years of experience providing N1/N2 support for corporate systems, ideally within CRM, ERP, or other enterprise environments.
- Hands-on experience administering Jira Software and other service management or ticketing platforms.
- Practical knowledge of ITIL methodologies and incident management, with demonstrated experience improving processes and reducing incident volumes.
- Experience developing scripts and automations to eliminate repetitive tasks and optimize operational workflows.
- Experience creating and managing knowledge bases, particularly for use with AI-enabled support or automation solutions.
- Experience managing software licenses, inventories, vendors, and contract renewal cycles.
- Knowledge of Google Workspace administration and experience with Google Apps Script.
- Experience with AI agents, advanced automation, or AI-enabled operational workflows.
- Strong troubleshooting, analytical, and root-cause problem-solving skills, with a focus on resolving underlying issues rather than treating symptoms.
- Excellent communication skills and the ability to explain complex technical issues clearly to users with different levels of technical knowledge.
- Strong customer and user orientation, with the ability to understand needs, provide tailored solutions, and deliver a high-quality support experience.
- Intermediate English proficiency for system documentation, vendor communication, and related activities.
- Knowledge of financial processes or SaaS FinOps is a plus.
- Familiarity with ERP platforms such as Protheus or SAP, CRM platforms such as Salesforce, Google Workspace Admin/GCP, or tools such as Movidesk and Zendesk is desirable.
- Ability to work collaboratively with technical and business teams while taking ownership of tasks and continuously looking for ways to improve support operations.
Benefits
- Fully remote work model with flexible working hours.
- Comprehensive healthcare benefits, including health and dental insurance without copay for the employee, with dependent coverage options.
- Life insurance, telemedicine, and access to medical specialties.
- Wellness benefits including a birthday day off, Gympass, sports and nutrition coaching, and telepsychology support for employees and dependents.
- Extended maternity and paternity leave, pregnancy support, and childcare assistance.
- Remote-work support, including a home-office equipment allowance and monthly home-office assistance.
- Meal/food allowance or flexible benefits through Alelo Tudo.
- Option to allocate part of the monthly home-office benefit toward private retirement savings.
- Access to coworking spaces across Brazil.
- Internal mobility opportunities and access to a learning hub for professional development and career growth.
- Participation in company results.
- International collaboration and opportunities to work with colleagues across different countries.
- Collaborative, informal, and inclusive environment centered on knowledge sharing, autonomy, transparency, and continuous learning.
- A culture that values diversity, individuality, innovation, and respect.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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