Technical Support Analyst
New
Brazil, Global/cross-timezoneFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- At least 2 years
- Required Skills
- SQLOracleLinuxTroubleshootingTechnical support
Requirements
- At least 2 years of experience in technical support, application support, IT operations, or a related technical environment.
- Basic knowledge of Unix/Linux systems and shell commands.
- Foundational experience with SQL and relational databases (e.g., Oracle).
- Understanding of system architectures, including interactions between applications, databases, and interfaces.
- Strong analytical and problem-solving skills.
- Good communication skills in English, both written and verbal.
- Ability to work in global, team-oriented environments across different time zones.
- Willingness to work in shifts, participate in on-call rotations, and support critical incidents outside regular hours.
Responsibilities
- Provide Level 2 technical support for production systems, troubleshooting incidents and service requests in line with SLAs and operational procedures.
- Monitor and manage incident queues, ensuring accurate documentation of investigations, updates, and resolution steps in support systems.
- Analyze application, database, and system behavior using SQL, logs, and Unix/Linux commands to identify root causes and propose corrective actions.
- Execute operational runbooks, including job restarts, configuration updates, health checks, and controlled deployments.
- Collaborate with Level 3/L4 engineering and development teams to escalate complex issues.
- Contribute to knowledge management by creating and updating technical documentation.
- Assist with minor configuration changes, testing activities, and controlled production updates.
- Participate in shift rotations and on-call schedules to ensure continuous 24/7 system support coverage.
- Support reporting activities by generating standard system performance or incident reports.
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