Analista de Suporte N2 in Brazil at Jobgether

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Analista de Suporte N2 based in Brazil.

Join a high-performing technology team dedicated to delivering reliable, scalable solutions for mobility and delivery businesses across Brazil. In this role, you will investigate technical issues, analyze escalated support tickets, and help ensure platform stability and service quality. You will work closely with first-level support and development teams to identify root causes, document bugs, and drive effective resolutions. Using MySQL queries and analytical thinking, you will turn complex technical problems into actionable insights. This fully remote opportunity offers a dynamic environment where curiosity, collaboration, and continuous learning are highly valued. If you enjoy solving problems, exploring technology, and contributing to meaningful improvements, this role offers an excellent opportunity to grow your technical expertise.

• Analyze and triage cases escalated by the Level 1 (N1) support team through Monday, determining whether each issue is a software bug, expected system behavior, feature improvement request, or operational question.
• Investigate root causes by querying MySQL databases, examining relevant data, and identifying discrepancies or technical issues.
• Document bugs thoroughly, including reproduction steps, supporting evidence, and relevant data, before escalating them to the Level 3 (N3) development team.
• Guide N1 support analysts on the appropriate handling and resolution of cases based on investigation findings.
• Provide technical assistance to N1 support and other internal teams, answering questions and helping assess potential bugs reported through internal communication channels.
• Prioritize incoming requests according to severity, platform impact, and business needs to ensure the most critical issues receive timely attention.
• Follow established investigation, documentation, and case-management procedures consistently, maintaining accurate records and ensuring that no requests are overlooked.
• Contribute to continuous improvement by identifying recurring issues, sharing technical insights, and exploring opportunities to use AI tools to improve productivity and support efficiency.

• Experience in technical support, customer support, or a similar technology-focused role, with the ability to investigate and resolve technical issues.
• Knowledge of MySQL databases and the ability to write queries to investigate data, troubleshoot problems, and validate system behavior.
• Ongoing or completed education in Information Technology or a related field, or equivalent practical experience in technology-related roles.
• Strong analytical thinking, logical reasoning, and problem-solving skills, with a natural curiosity for investigating issues and identifying root causes.
• Ability to learn and understand complex business rules, system workflows, and platform functionality.
• Excellent organizational skills, attention to detail, and discipline in following established processes and managing multiple requests.
• Clear written and verbal communication skills, with the ability to explain technical findings objectively and collaborate effectively with different teams.
• Genuine interest in technology, continuous learning, and the use of AI tools to improve productivity.

Nice to have:

• Basic programming knowledge or familiarity with reading source code, application logs, and APIs.
• Previous experience working with SaaS platforms or businesses in the mobility and delivery sectors.
• An interest in continuous improvement, collaborative problem-solving, and working in a fast-paced, results-oriented environment.

• Fully remote work: Work from home with a quiet, private workspace and a reliable internet connection.
• Competitive salary: Monthly gross salary ranging from R$ 4,103.93 to R$ 4,411.72, under a Brazilian CLT employment contract.
• Health insurance: Employer-paid Bradesco Saúde or SulAmérica coverage for the employee. Dependent coverage is available at an additional cost.
• Dental insurance: Optional Bradesco Saúde dental coverage, paid for by the employee.
• Life insurance: Coverage provided as part of the benefits package.
• Meal allowance: R$ 52.00 per day through the Flash benefits card.
• Remote work allowance: R$ 136.40 to help cover remote working expenses.
• Wellhub (formerly Gympass): Access to wellness and fitness benefits.
• Additional days off: A day off during your birthday month, time off during Carnival and Ash Wednesday, and days off on December 24 and December 31.
• Career development: A challenging work environment that encourages continuous learning, professional growth, collaboration, and the development of technical skills.