Analista de Suporte Técnico in Brazil, Indiana at Jobgether
Explore Related Opportunities
Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Analista de Suporte Técnico in Brazil.
In this role, you will be responsible for ensuring high-quality technical support to both customers and internal teams, contributing directly to the stability and performance of financial technology systems.
You will act as a key point of contact for diagnosing and resolving technical issues, helping translate complex system behaviors into clear and actionable insights.
The position involves analyzing tickets, identifying root causes, and ensuring proper escalation to engineering and product teams when necessary.
You will work in a dynamic and collaborative environment, supporting a fast-growing fintech platform used by hundreds of thousands of clients.
This is a hands-on role where curiosity, problem-solving, and technical analysis are essential to improving user experience and operational efficiency.
You will also contribute to continuous improvement by identifying recurring issues and helping optimize internal processes and documentation.
- Analyze, triage, and manage support tickets related to customer and internal system issues.
- Investigate technical problems using logs, system data, and SQL queries to identify root causes.
- Structure and document incidents clearly to support proper escalation to engineering and product teams.
- Use ticketing and support tools (such as Jira Service Management) to prioritize and track requests.
- Communicate effectively with internal stakeholders regarding issue status, diagnosis, and resolution.
- Identify recurring issues and contribute to improvements in processes, systems, and documentation.
- Maintain and improve knowledge base articles to enhance support efficiency and scalability.
- Collaborate with cross-functional teams to ensure smooth resolution of technical incidents.
Requirements:
- Experience in customer support or technical support roles.
- Strong interest and affinity with technology and system troubleshooting.
- Basic knowledge of SQL and relational databases for query execution and data analysis.
- Ability to analyze logs and interpret technical information to diagnose issues.
- Strong communication skills and ability to explain technical topics clearly.
- Organizational skills to manage multiple tickets and priorities effectively.
- Problem-solving mindset with attention to detail and analytical thinking.
- Experience with support or ticketing systems is a plus.
Benefits:
- Flexible remote or hybrid work model depending on role setup.
- Health and dental insurance with no co-participation.
- Life insurance and financial wellness support programs.
- Flexible food allowance via card system.
- Home office assistance, equipment support, and coworking access.
- Education support including subsidized courses, degrees, and language learning.
- Mental and physical wellness benefits, including therapy sessions and wellness platforms.
- Extended parental leave, childcare support, and family assistance programs.
- Performance bonuses, stock options, and referral incentives.
- Birthday day off and additional lifestyle perks.