Analista de Suporte Técnico in Brazil at Jobgether

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 Técnico based in Brazil.

This is an opportunity to provide hands-on technical support in a technology environment focused on security, monitoring, and operational efficiency.
You will be a key point of contact for customers, helping diagnose issues, clarify technical questions, and identify practical solutions.
The role combines customer service with technical troubleshooting across operating systems, networks, cloud environments, and databases.
You will investigate incidents, assess their business impact, prioritize requests, and follow each case through to resolution.
The position also involves working closely with internal teams to identify root causes and improve the resolution of recurring issues.
You will join a collaborative and innovation-focused environment where technology directly contributes to safer and more efficient operations.
This role is well suited to a technically curious professional who enjoys solving problems and making a tangible difference for customers.

• Provide technical support to customers through phone, email, chat, and support portal channels.
• Understand customer needs, technical questions, and reported issues, assessing their potential impact on business operations.
• Diagnose technical problems and proactively contribute to identifying appropriate solutions.
• Monitor support tickets throughout their lifecycle, ensuring timely follow-up and prioritizing cases when necessary.
• Investigate inconsistencies and technical incidents, identifying potential root causes and recommending corrective actions.
• Collaborate with internal technical teams and customers to clarify issues, troubleshoot systems, and coordinate resolution.
• Provide clear guidance and technical explanations to customers and internal stakeholders.
• Contribute to improving support processes by identifying recurring issues, opportunities for prevention, and potential enhancements.
• Maintain a customer-focused approach while balancing technical investigation, urgency, and business impact.

• At least 1 year of experience providing technical support to users, customers, or software systems.
• Basic to intermediate knowledge of Microsoft operating systems.
• Basic to intermediate knowledge of computer networks and cloud environments.
• Basic knowledge of database management systems.
• Strong troubleshooting and analytical skills, with the ability to investigate problems and identify possible root causes.
• Good communication and customer-service skills, with the ability to explain technical topics clearly.
• Ability to prioritize multiple support requests and remain organized while managing different cases.
• Proactive, collaborative, and solution-oriented mindset.
• Experience in technical operations within alarm monitoring or remote concierge/monitoring companies is a plus.
• Knowledge of alarm systems, CCTV/video surveillance, or access control solutions is desirable.
• Familiarity with AI tools is an additional advantage.

• 100% remote work model.
• Meal and food allowance.
• Health insurance with 50% paid by the company and 50% by the employee.
• Dental insurance with 50% paid by the company and 50% by the employee.
• Home-office allowance.
• Day off during your birthday month.
• Extended maternity and paternity leave.
• TotalPass wellness platform with access to gyms, sports, Pilates, martial arts, nutrition, and other activities.
• Mastercard Surpreenda program.
• Access to emotional and mental well-being platforms, including Psychology Viva, ZenClub, and Vittude.
• Professional development and training program, according to company policy.
• Inclusive environment welcoming qualified candidates regardless of race, color, religion, age, gender, nationality, disability, or family status.