Analista de Suporte Técnico N2 - Sênior in Brazil, Indiana at Jobgether
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Job Description
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 N2 - Sênior based in Brazil.
This role sits at the heart of technical support operations, acting as a critical bridge between customers, Customer Success, Product, and Engineering teams.
You will be responsible for diagnosing and resolving complex technical issues across video platforms, live streaming environments, and digital integrations.
The position requires strong analytical thinking to investigate incidents, reproduce issues, and identify root causes with precision and clarity.
You will play a key role in improving customer experience by reducing unnecessary escalations and increasing first-line technical resolution capability.
A significant part of your work involves supporting live events and critical operations where performance, stability, and fast response are essential.
You will also contribute to building knowledge bases, playbooks, and structured documentation to strengthen the entire support ecosystem.
This is a highly collaborative and technical role in a fast-paced environment focused on digital media and streaming reliability.
- Act as a Level 2 technical support specialist, handling customer issues related to video platforms, live streaming, integrations, playback, access, and performance.
- Perform detailed triage of support tickets across multiple channels, identifying root causes, impact, urgency, and next steps for resolution.
- Investigate and reproduce technical issues using logs, device data, network information, browser details, URLs, and other relevant evidence.
- Provide clear, structured, and user-friendly technical guidance to customers and internal Customer Success teams.
- Support live operations and critical events by monitoring systems, troubleshooting incidents, and ensuring service stability during broadcasts.
- Escalate cases to Product or Engineering only when fully qualified, including complete technical context, analysis, and reproduction steps.
- Maintain and update support tickets with accurate documentation and ensure proper case tracking until resolution.
- Contribute to knowledge base articles, internal playbooks, and support documentation to improve team efficiency and autonomy.
- Participate in post-incident reviews, helping identify root causes and contributing to corrective and preventive actions.
- Identify recurring issues and collaborate with internal teams to improve processes, product quality, and customer experience.
- Proven experience in technical support, incident management, or technical operations in SaaS, digital platforms, streaming, or B2B environments.
- Strong understanding of web technologies, video streaming ecosystems, players, encoders, APIs, CDN, networks, and digital integrations.
- Ability to diagnose complex technical problems through structured investigation and evidence-based analysis.
- Experience handling critical incidents, live events, or high-priority customer environments under pressure.
- Ability to create clear escalation criteria and improve the quality of technical handoffs to engineering teams.
- Experience contributing to post-incident analysis, root cause identification, and operational improvements.
- Strong communication skills with the ability to adapt technical explanations for different audiences (customers, CS, Product, Engineering).
- Proactive, organized, and autonomous profile with strong ownership mindset.
- Analytical thinking, logical reasoning, and investigative approach to troubleshooting.
- Ability to identify patterns in incidents and transform recurring issues into documentation or process improvements.
- Strong prioritization skills and emotional resilience in high-pressure situations.
- Desirable: experience building or maintaining knowledge bases, playbooks, or internal support documentation.
- Competitive PJ (service provider) contract with market-aligned compensation and growth potential
- 100% remote work model
- Flexible working hours
- Collaborative, lightweight and informal work environment
- Corporate Gympass access for health and wellness support.