Support Analyst

• Handle Level 1 analysis
• Allocate issues, investigate root causes, and submit clear bug reports to the development team
• Follow SLAs during incident triaging from the service desk
• Create and maintain knowledge base documentation, including how-to articles, troubleshooting guides, and user guides
• Communicate daily with Development, IT Support, Product, and QA teams
• Troubleshoot issues, identify root causes, and implement solutions for customer concerns
• Manage multiple tasks with changing priorities
• Serve as a point of contact for clients, product management, and other internal parties

• Minimum 5 years of relevant experience as a support analyst/engineer
• Experience working with Excel
• Strong written and verbal communication skills
• Familiarity with finance concepts and financial models
• Ability to work independently and be self-sufficient
• Experience using AI tools/Agents
• Resilience, emotional intelligence, and focus on agile delivery
• Deep understanding of the difference between coding and engineering
• Familiarity with cloud-native foundations or AI coding assistants (desired)
• Advanced oral English
• Advanced Spanish

• Flexible work arrangement with remote work option
• Continuous learning and growth opportunities
• Exposure to high-impact projects and complex engineering challenges
• Collaboration with global teams across 39 delivery centers worldwide