Mid-level Support Analyst – N2

Role Overview

• Analyze, investigate and handle tickets from clients, participants and internal teams;
• Perform troubleshooting on applications, services and integrations, ensuring compliance with established SLAs;
• Apply workarounds to mitigate impacts and restore services;
• Identify root causes of recurring incidents, open Problem records (PRB) and prepare RCA (Root Cause Analysis) for remediation with the N3 team;
• Propose continuous improvements to processes, systems and monitoring to increase stability and reduce incidents;
• Identify opportunities for operational automation and follow the development of solutions with specialized teams;
• Produce technical documentation, operational procedures and perform knowledge transfer to N1 teams;
• Create and maintain technical and business monitoring to ensure proactive detection of failures and service degradations;
• Support production deployments, assisting with validations and mitigation of operational risks;
• Perform database queries and analyses to investigate incidents and validate information;
• Collaborate with multidisciplinary teams (Development, Infrastructure, Architecture, Product and Business) to resolve complex incidents;
• Participate in problem review meetings, post-incident analyses and continuous improvement initiatives;
• Support the definition and monitoring of operational and service quality metrics.

Requirements

• Bachelor's degree completed or in progress in Computer Science, Information Systems, Computer Engineering, Systems Analysis and Development or related fields;
• Previous experience in systems support, application support or operation of critical environments;
• Knowledge of backend development using C# and .NET;
• Knowledge of frontend development using Node.js and React;
• Experience with data queries and analysis using SQL Server (T-SQL);
• Knowledge of MongoDB;
• Experience with API testing and consumption tools such as Postman;
• Knowledge of IT service management best practices;
• Experience with observability and monitoring tools such as Graylog, Datadog, InLive and 24x7 environments;
• Analytical skills for investigating and resolving complex problems;
• Strong verbal and written communication skills for interaction with technical teams and business areas.

Tech Stack

• JavaScript
• MongoDB
• Node.js
• React
• SQL
• .NET

Benefits

• Flex office – 2 days remote work and 3 in-office days.
• Birthday day off – Your special day, however you prefer + points in our Marketplace!
• Life insurance (Sul América).
• Psychological counseling – Access to a platform with psychologists.
• Office massages – A moment of relaxation during your day.
• Decompression room – To recharge your energy.
• Fresh fruit in the office – For a healthy snack during work hours.
• Meal or food allowance.
• Transportation allowance.
• QultureRocks – Performance management and development platform.
• Inspiring, disruptive culture – A dynamic, collaborative and innovative environment.
• Internal events and engagement activities – Team gatherings and social moments.
• Exclusive benefits on special dates – Because every special moment deserves to be celebrated!