Senior Product Support Specialist
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Job Description
Especialista sênior de sustentação investigando incidentes, logs e operações para a plataforma financeira integrada da Finaya. Apoiando clientes, desenvolvimento e suporte N1 com observabilidade e dashboards.
Responsibilities:
- Investigate N2-level production issues using logs and observability tools such as Dynatrace until reaching the root cause
- Communicate the technical findings to the development team for resolution
- Document recurring issues and their solutions, creating a searchable knowledge base for the team and other clients
- Distinguish actual incidents from product enhancements reported as errors and formally route these cases to the appropriate backlog
- Map out support requirements for new products before go-live, including access requirements, specific considerations, and operational risks
- Serve as the client point of contact on projects without a dedicated development team, translating the scope into a commercial proposal through delivery
- Guide and support the N1 support analyst in client service and daily analysis
- Create and maintain operational reports and dashboards in Metabase
- Contribute to the organization and visibility of the operations team through documentation and ticket-volume metrics
Requirements:
- 4–5 years of hands-on experience in operations, including production support, advanced technical support, or an equivalent role
- Basic programming and logic skills—you will not need to code daily, but you must be able to understand and validate logs and code snippets
- Knowledge of databases
- Intermediate experience with tracing and observability tools, such as Dynatrace
- Investigative mindset and the autonomy to propose solutions without receiving fully defined tasks
- Strong communication skills for working with clients and guiding other team members
- Previous experience with financial products, such as card onboarding, credit analysis and credit bureaus, liveness detection, and document submission
Benefits:
- Autonomy to investigate, propose, and structure solutions from the ground up
- The opportunity to establish and shape a new position within the company
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