Analista de Suporte N2 - Sênior

JobgetherCorporate well-being

Based in BrazilFull-TimeSenior

Salary not disclosed

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Job Details

Have previous experience in N2 technical support or a similar role involving advanced troubleshooting and incident resolution.
Have practical knowledge of SQL for querying databases, analyzing records, and investigating technical issues.
Be able to interpret application logs, understand API behavior, and troubleshoot integrations between systems.
Have experience using incident and service management platforms such as Jira, Zendesk, or equivalent tools.
Communicate technical issues clearly to technical teams and business stakeholders, in writing and verbally.
Manage multiple support tickets, prioritize incidents by urgency and impact, and meet service deadlines.
Apply analytical thinking, attention to detail, and a proactive approach to identifying root causes and preventing recurring issues.
Preferred: familiarity with TypeScript, Node.js, Ruby, or Flutter.
Preferred: exposure to cloud environments, system monitoring tools, and application observability practices.
Preferred: familiarity with AI-powered solutions or AI agents for technical troubleshooting and operational efficiency.

Receive and investigate support tickets escalated by the N1 team, identify root causes, and implement appropriate solutions.
Analyze system logs, database records, application behavior, and integrations to diagnose failures and determine resolutions.
Resolve incidents within the N2 team's scope and escalate complex issues to N3 support or development teams with technical findings and diagnostic information.
Monitor incidents through resolution, follow up in a timely manner, and keep users and stakeholders informed.
Document troubleshooting procedures, record solutions, and maintain an accurate, up-to-date knowledge base.
Identify recurring incidents, investigate underlying patterns, and recommend improvements to system stability, support workflows, and user experience.
Coordinate with technical and business teams to support communication and problem resolution.

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