This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de Suporte Técnico | Aplicações Sr based in Brazil.
We are looking for a senior technical support professional to act as a key link between Support and Engineering teams. The role focuses on investigating application incidents, understanding technical symptoms, and ensuring each issue reaches the right team with the necessary context. You will analyze logs, error messages, priorities, and SLAs to help drive incidents toward efficient resolution. This is a highly collaborative environment where clear communication and strong analytical thinking are essential. The position offers the opportunity to contribute to process improvements, recurring-incident analysis, and better support documentation. It is ideal for someone with a strong technical foundation who enjoys troubleshooting without being focused on software development. You will play an important role in improving incident resolution and maintaining a high-quality support experience.
Accountabilities:
- Perform the initial technical analysis of incidents escalated by the Support team, gathering relevant information and identifying the nature and potential impact of each issue.
- Investigate application-related problems by analyzing logs, error messages, system behavior, and other available technical information.
- Assess incident severity, priority, business impact, and applicable SLA requirements.
- Route incidents to the appropriate Engineering or technical teams, providing clear and complete context to facilitate investigation and resolution.
- Monitor the progress of incidents and proactively follow up to help ensure agreed deadlines and SLAs are met.
- Maintain clear and effective communication between Support and Engineering throughout the incident lifecycle.
- Identify recurring incidents, patterns, and potential root causes, contributing to documentation and continuous improvement of support processes.
- Help improve incident-handling practices by sharing technical insights and contributing to a more efficient support operation.
Requirements:
- Previous experience in Technical Support, Application Support, Service Desk, Incident Management, or a similar technical support environment.
- Ability to interpret application logs, error messages, and technical information to support incident investigation.
- Basic programming knowledge and familiarity with queries, sufficient to assist in troubleshooting and understanding application-related issues.
- Experience managing tickets, priorities, incidents, and SLAs.
- Strong organizational skills and the ability to manage multiple incidents and competing priorities simultaneously.
- Excellent communication skills and confidence interacting with Support, Engineering, and other technical teams.
- Advanced English proficiency.
- Spanish proficiency is a plus, particularly for communication with Latin American markets.
- Experience with ticketing and incident management platforms is desirable.
- Knowledge of solutions related to credit, financial services, or B2B data is a plus.
- Strong analytical thinking, attention to detail, ownership, and a proactive approach to problem-solving.
- This is a technical support position and does not require software development as its primary responsibility.
Benefits:
- VR/VA food and meal allowance.
- Education allowance.
- AMIL health insurance with coparticipation.
- AMIL dental insurance without coparticipation.
- Discounts through partnerships with FEI, FIAP, and FGV for undergraduate and postgraduate courses.
- Partnership with a private English teacher.
- Partnership with CNA for English courses.
- Individual Development Plan (IDP).
- Internet reimbursement.
- Opportunity to work closely with Engineering and Support teams in a collaborative technical environment.
- Professional development opportunities focused on technical support, incident management, and troubleshooting.
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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