Mid-Level Support Analyst – N2

• Directly assist customers with technically complex cases.
• Analyze tickets escalated by N1, validating system behavior, business rules, and potential inconsistencies.
• Support N1 in removing technical blockers and resolving issues.
• Investigate incidents, system errors, and integration failures using troubleshooting, APIs, logs, and data queries.
• Escalate issues requiring fixes or adjustments to Development (N3), documenting evidence and tracking resolution.
• Share knowledge with N1 by creating and updating articles, documentation, and playbooks.
• Identify recurring issues and propose improvements and automation.

• Experience providing technical support for SaaS products.
• Knowledge of APIs, Postman, SQL, integrations, and log analysis.
• Investigative mindset, analytical reasoning, autonomy, and strong communication skills.
• Experience with technical documentation and escalation processes.
• Availability from 9:00 a.m. to 7:00 p.m.
• Preferred: Datadog, Metabase, Databricks, Intercom, Jira, and Confluence.
• Knowledge of electronic service invoices (NFS-e), integrated financial systems, and ITIL.
• Familiarity with AI applied to support, especially Claude.
• Experience with remote access, Google Meet, phone calls, and automation.

• Meal and food allowance of R$1,000.00 | iFood Card – no vacation-period deduction
• Home office allowance of R$150.00
• Wellz – mental health/psychotherapy | At no cost to employees
• Gympass – physical health/gyms | Can be extended to dependents
• Guapeco – health insurance for your pet
• English classes | At no cost to employees
• Health insurance | Co-payment applies
• Coworking day-pass reimbursement | Available in all Brazilian states
• Extended parental leave
• Baby gift basket for expecting parents
• Partnership with Farmasesi | Available only in Santa Catarina (SC)
• Partnership with Educação Sesi | Available only in Santa Catarina (SC)
• Birthday day off
• Laptop and monitor shipped to your home
• R$2,000.00 voucher to purchase any additional equipment you need