Technical Support Analyst – Senior Applications
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Job Description
Analista de Suporte Técnico investigando logs, erros e SLAs de aplicações para cliente da Iterative. Fazendo a ponte entre Suporte e Engenharia, sem desenvolvimento.
Responsibilities:
- Perform initial analysis of incidents escalated by the Support team
- Investigate the technical context by analyzing logs, error messages and other available information
- Assess the severity, priority and SLA of tickets
- Route incidents to the responsible technical teams, providing sufficient context to support resolution
- Monitor ticket progress and take action to ensure agreed deadlines are met
- Maintain clear communication between Support and Engineering during incident handling
- Identify recurring issues and contribute to support process documentation and improvements
Requirements:
- Experience in Technical Support, Application Support, Service Desk or incident management
- Ability to interpret logs and error messages
- Basic programming and query skills sufficient to support problem investigation
- Experience managing tickets, priorities and SLAs
- Organized and able to handle multiple incidents simultaneously
- Good communication skills and ease interacting with technical teams
- Advanced English
- Spanish for communication with Latin American markets is a plus
- Experience with ticketing and incident management tools is a plus
- Knowledge of credit-related or B2B data solutions is a plus
Benefits:
- Meal/food allowance (VR/VA)
- Education allowance
- AMIL health plan with copayment
- AMIL dental plan without copayment
- Partnerships with FEI, FIAP and FGV offering discounts on undergraduate and postgraduate courses
- Partnership for private English tutoring
- Partnership with CNA for language courses
- Individual development plan
- Internet reimbursement
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