Support Analyst
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Job Description
Support Analyst managing level 1 technical incidents for SaaS company in Latin America. Analyzing support requests and communicating updates to technical teams.
Responsibilities:
- Act as Level 1 engineering resolver: receive incidents from the support area, triage them, classify priority and SLA, and forward to the responsible teams (Level 2).
- Receive, record, and triage incidents reported by the support team.
- Classify the priority and SLA for each incident and route it to the correct Level 2 team.
- Monitor incidents through to resolution, ensuring SLAs are met.
- Communicate with technical teams and support, keeping status updates current.
- Document patterns and recurring issues for continuous improvement.
Requirements:
- Experience in technical support / service desk.
- Excellent communication and organizational skills; ability to handle multiple incidents in parallel.
- Basic programming knowledge — sufficient to understand problems, read logs and error messages, and write simple queries.
- Attention to deadlines and discipline in meeting SLAs.
- Spanish (for supporting the Mexico, Peru and Argentina markets).
- Experience with incident/ticket management tools (e.g., Linear).
- Familiarity with credit products or B2B data.
Benefits:
- Equal employment opportunities
- Non-discrimination and anti-harassment policy
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