Junior Support Analyst
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Job Description
Analista de Suporte Júnior resolvendo incidentes, APIs e integrações para clientes LATAM. Atendimento via Zendesk e colaboração com engenharia na Sensedia, líder brasileira em soluções de APIs.
Responsibilities:
- Provide technical support to customers, offering solutions with empathy and proactivity
- Stay up to date on product features, dependencies, technology stack, and operational impact
- Handle support requests via Zendesk and occasionally by video call, meeting SLAs
- Investigate, diagnose, and resolve incidents, problems, and questions related to products and services
- Collaborate with Customer Success, Product Engineering, and Consulting teams
- Create, review, and improve technical documentation
- Analyze and interpret infrastructure logs
- Analyze and debug code
- Act as a bridge between Support and Engineering by escalating needs and prioritizing requests
- Participate in team and company meetings and events, including online sessions
- Analyze and improve support processes
- Proactively identify obstacles and optimize the customer experience
- Understand customer needs and provide the best possible support
Requirements:
- Spanish proficiency to support LATAM customers
- Strong prioritization skills and excellent verbal and written communication
- Basic knowledge of HTTP requests, including calls, methods, and status codes
- Ability to read and analyze code and service health dashboards
- Knowledge of logs, Chrome DevTools, JSON, Grafana, and Kibana
- Experience with API testing tools such as Postman, cURL, and SoapUI
- Solid knowledge of APIs and system integrations
- Experience analyzing and debugging JavaScript and/or Java code
- Intermediate SQL knowledge and query writing skills
- Ability to document bugs, exceptions, and unexpected behavior
- Completed or ongoing degree in Technology or a related field
- Relevant experience in technical support and customer service for a SaaS platform (a plus)
- Practical knowledge of ITIL and Service Level Agreements (SLAs), including incident, problem, and service request management (a plus)
- Knowledge of Apache Camel, focusing on integration analysis and troubleshooting (a plus)
- Investigative mindset and ability to interpret official documentation (a plus)
Benefits:
- Meal Voucher/Food Voucher (Flash benefits card)
- Health Insurance
- Dental Insurance
- Life Insurance
- Profit-Sharing Program (PPR)
- TotalPass
- Childcare Assistance
- Well-Being Program supporting physical and mental health
- Corporate University (#SensediaAcademy), offering various development paths
- Cultural and educational partners with special discounts
- Extended maternity leave
- Extended paternity leave
- Flexible work model: #WorkWhereYouBelong
- Opportunity also available to people with disabilities
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