Analista de Suporte Técnico

New

BrazilFull-TimeMiddle

Salary not disclosed

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Job Details

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.

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.

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