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Brasil
Remote only
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 N2 - Sênior based in Brazil.
We are looking for an experienced N2 Support Analyst to provide advanced technical support for a leading corporate well-being platform in Latin America. In this role, you will investigate complex technical issues, analyze system behavior, and identify root causes to ensure reliable operations. You will work closely with technical teams, including development and product, to resolve incidents efficiently and prevent recurring problems. Your expertise in SQL, logs, APIs, and system integrations will be essential to diagnosing and troubleshooting issues. You will also contribute to improving support processes, maintaining technical documentation, and strengthening the knowledge base. This is an opportunity to make a meaningful impact on system reliability, user experience, and service quality in a collaborative, technology-driven environment.
Incident Management and Troubleshooting: Receive and investigate support tickets escalated by the N1 team, identifying root causes and implementing appropriate solutions.
Technical Analysis: Analyze system logs, database records, application behavior, and integrations to diagnose failures and determine the most effective resolution.
Escalation and Resolution: Resolve incidents within the N2 team's scope and escalate more complex issues to N3 support or development teams, providing clear technical findings and relevant diagnostic information.
End-to-End Ticket Management: Monitor incidents through resolution, ensuring timely follow-ups and keeping users and relevant stakeholders informed of progress.
Documentation and Knowledge Sharing: Document troubleshooting procedures, record solutions, and maintain an accurate, up-to-date knowledge base.
Continuous Improvement: Identify recurring incidents, investigate underlying patterns, and recommend improvements to system stability, support workflows, and the overall user experience.
Cross-Functional Collaboration: Work closely with technical and business teams to facilitate communication, accelerate problem resolution, and ensure effective coordination across departments.
Professional Experience: Previous experience in N2 technical support or a similar role involving advanced troubleshooting and incident resolution.
SQL and Data Analysis: Practical knowledge of SQL for querying databases, analyzing records, and investigating technical issues.
Logs, APIs, and Integrations: Ability to interpret application logs, understand API behavior, and troubleshoot integrations between different systems.
Ticket Management Tools: Experience using incident and service management platforms such as Jira, Zendesk, or equivalent tools.
Communication Skills: Strong written and verbal communication skills, with the ability to explain technical issues clearly to both technical teams and business stakeholders.
Organization and Prioritization: Ability to manage multiple support tickets, prioritize incidents according to urgency and impact, and meet service deadlines.
Problem-Solving Mindset: Analytical thinking, attention to detail, and a proactive approach to identifying root causes and preventing recurring issues.
Additional Skills (Preferred): Familiarity with programming languages or technologies such as TypeScript, Node.js, Ruby, or Flutter.
Cloud and Monitoring (Preferred): Exposure to cloud environments, system monitoring tools, and application observability practices.
AI Technologies (Preferred): Familiarity with AI-powered solutions or AI agents that can support technical troubleshooting and operational efficiency.
The original job description does not specify a detailed benefits package. The following opportunities and work arrangements are indicated:
Remote Work: Fully remote position based in Brazil.
Professional Development: Opportunities to expand technical knowledge and grow professionally within a technology and innovation-focused environment.
Knowledge Sharing: Access to a collaborative culture that values learning, technical communities, and the exchange of expertise.
Career Growth: Exposure to challenging technical environments and opportunities to contribute to continuous improvement initiatives.
Inclusive Work Environment: A workplace that values diversity, respect, ethics, collaboration, and individual contributions.
