SW Engineer, Service Desk Analyst

Accountabilities

• Monitor platform incidents and alarms in real time, responding promptly to service disruptions and potential issues.
• Act as the first level of response for incidents reported by customers or detected through internal monitoring systems.
• Respond to incident tickets with clear, professional, and timely communication, ensuring relevant information is accurately documented.
• Follow established runbooks and troubleshooting procedures to investigate and resolve incidents efficiently.
• Analyze system logs and use Grafana and other monitoring tools to identify symptoms, validate incidents, and assess their potential impact.
• Use basic SQL queries to investigate incident-related data and support technical troubleshooting.
• Escalate incidents to the appropriate engineering or operations teams when required, providing detailed context, investigation results, and incident reports.
• Proactively identify recurring or emerging issues and take appropriate action before they develop into larger service disruptions.
• Support incident response activities in collaboration with platform engineering, operations, customer success, and other technical teams.
• Participate in incident war rooms, follow the direction of the Incident Commander, communicate status updates, and document actions taken.
• Apply incident, access, change, security, and compliance procedures consistently when handling technical issues and sensitive information.
• Participate in scheduled 24/7 on-call rotations, including nights, weekends, and holidays, helping maintain continuous service availability.
• Contribute to post-incident documentation, including timelines, findings, remediation steps, and opportunities for process improvement.

Requirements

• Bachelor's degree or 3+ years of relevant professional experience.
• 1–2 years of experience in Service Desk, Help Desk, Technical Support, Incident Response, or a similar operational role.
• Based in Brazil and comfortable working in a fully remote environment.
• English proficiency at B2 level, with the ability to participate in calls, understand technical documentation and alerts, and write clear ticket updates.
• Hands-on experience with ticketing and service-management platforms such as ServiceNow, Jira, or Zendesk, including understanding of priorities, severity levels, SLAs, escalation processes, and incident classification.
• Ability to read and interpret system logs and use monitoring tools such as Grafana or comparable platforms.
• Basic SQL skills, including the ability to write queries using commands such as SELECT, WHERE, JOIN, ORDER BY, and LIMIT.
• Familiarity with cloud computing fundamentals across platforms such as AWS, Azure, or GCP, including regions/AZs, instances, load balancers, security groups/IAM, storage, and basic monitoring.
• Understanding of ITIL-based incident management and structured troubleshooting practices.
• Ability to work effectively under pressure and manage multiple incidents simultaneously while maintaining accuracy and clear communication.
• Strong written and verbal communication skills, with the ability to provide concise technical updates and post-incident documentation.
• Comfortable working collaboratively in incident war rooms and following established incident-management leadership.
• Ability to follow predefined runbooks while applying analytical thinking to diagnose and resolve problems.
• Familiarity with command-line tools such as curl, tail, and grep, with basic scripting or automation skills considered an advantage.
• Strong awareness of security and compliance requirements, particularly when handling access controls and sensitive information.
• Willingness and availability to participate in on-call rotations, including nights, weekends, and holidays.

Benefits

• Fully remote position for professionals based in Brazil.
• Full-time employment opportunity in a technology environment focused on service reliability and operational excellence.
• Exposure to cloud platforms, monitoring technologies, incident management, and modern technical operations.
• Opportunity to collaborate closely with engineering, operations, and customer-facing teams.
• Professional development through hands-on experience with ITIL practices, incident response, troubleshooting, and cloud technologies.
• Opportunity to contribute to service availability and reliability in a high-impact technology environment.
• Experience working with distributed teams and international stakeholders.
• Structured operational processes, runbooks, monitoring practices, and escalation frameworks.
• Participation in a 24/7 support model with scheduled on-call rotations.