Analista de Suporte Técnico N2 - Sênior

New

BrazilFull-TimeSenior

Salary not disclosed

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Job Details

Proven experience in technical support, incident management, or technical operations in SaaS, digital platforms, streaming, or B2B environments.
Strong understanding of web technologies, video streaming ecosystems, players, encoders, APIs, CDN, networks, and digital integrations.
Ability to diagnose complex technical problems through structured investigation and evidence-based analysis.
Experience handling critical incidents, live events, or high-priority customer environments under pressure.
Ability to create clear escalation criteria and improve the quality of technical handoffs to engineering teams.
Experience contributing to post-incident analysis, root cause identification, and operational improvements.
Strong communication skills with the ability to adapt technical explanations for different audiences.
Proactive, organized, and autonomous profile with strong ownership mindset.
Analytical thinking, logical reasoning, and investigative approach to troubleshooting.
Ability to identify patterns in incidents and transform recurring issues into documentation or process improvements.
Strong prioritization skills and emotional resilience in high-pressure situations.

Act as a Level 2 technical support specialist, handling customer issues related to video platforms, live streaming, integrations, playback, access, and performance.
Perform detailed triage of support tickets across multiple channels, identifying root causes, impact, urgency, and next steps for resolution.
Investigate and reproduce technical issues using logs, device data, network information, browser details, URLs, and other relevant evidence.
Provide clear, structured, and user-friendly technical guidance to customers and internal Customer Success teams.
Support live operations and critical events by monitoring systems, troubleshooting incidents, and ensuring service stability during broadcasts.
Escalate cases to Product or Engineering only when fully qualified, including complete technical context, analysis, and reproduction steps.
Maintain and update support tickets with accurate documentation and ensure proper case tracking until resolution.
Contribute to knowledge base articles, internal playbooks, and support documentation to improve team efficiency and autonomy.
Participate in post-incident reviews, helping identify root causes and contributing to corrective and preventive actions.
Identify recurring issues and collaborate with internal teams to improve processes, product quality, and customer experience.

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