Analista de Suporte N2

JobgetherMobility and delivery

Based in Brazil; Workplace type: RemoteFull-Time

SalaryMonthly gross salary ranging from R$ 4,103.93 to R$ 4,411.72

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Job Details

Have experience in technical support, customer support, or a similar technology-focused role.
Know MySQL and be able to write queries to investigate data, troubleshoot problems, and validate system behavior.
Have ongoing or completed education in Information Technology or a related field, or equivalent practical experience in technology-related roles.
Demonstrate analytical thinking, logical reasoning, and problem-solving skills.
Be able to learn complex business rules, system workflows, and platform functionality.
Have organizational skills and attention to detail, and follow processes while managing multiple requests.
Communicate technical findings clearly in writing and verbally, and collaborate with different teams.
Show interest in technology, continuous learning, and using AI tools to improve productivity.
Nice to have: basic programming knowledge or familiarity with reading source code, application logs, and APIs.
Nice to have: experience with SaaS platforms or businesses in mobility and delivery.

Analyze and triage cases escalated by the N1 support team through Monday.
Investigate root causes by querying MySQL databases and examining relevant data.
Document bugs with reproduction steps, supporting evidence, and relevant data before escalating them to the N3 development team.
Guide N1 support analysts on handling and resolving cases based on investigation findings.
Provide technical assistance to N1 support and other internal teams.
Prioritize requests based on severity, platform impact, and business needs.
Follow investigation, documentation, and case-management procedures and maintain accurate records.
Identify recurring issues, share technical insights, and explore opportunities to use AI tools to improve productivity and support efficiency.

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