N2 Support Analyst

• Provide Level 2 technical support, conducting in-depth analysis of incidents and issues reported by customers and the N1 team
• Perform structured technical troubleshooting, including identification, reproduction, diagnosis, and resolution
• Analyze system logs, requests, and integrations to identify failures
• Perform API and integration testing using tools such as Postman
• Run SQL queries to investigate inconsistencies, analyze data, and read and interpret stored procedures
• Support the N1 team with technical guidance and qualified escalations
• Collaborate with Engineering and Product teams to address bugs and improvements
• Monitor incident metrics, including SLA compliance, recurrence, and impact
• Document solutions and contribute to the knowledge base
• Recommend continuous improvements to processes and products

• Professional experience providing Level 2 (N2) technical support, investigating and resolving issues beyond basic user assistance
• Intermediate SQL skills, including joins, filters, data analysis, and investigation of inconsistencies
• Knowledge of REST APIs, including requests, HTTP methods, headers, and status codes
• API testing experience with Postman or similar tools
• Understanding of networking concepts, including HTTP/HTTPS, latency, and request behavior
• Experience using DevTools to inspect requests, analyze the console, and debug issues
• Log analysis and error identification skills
• Knowledge of Agile methodologies, such as Scrum and Kanban
• Currently pursuing or completed higher education in a technology-related field, such as Systems Analysis and Development, Computer Science, or a related discipline
• Analytical and investigative mindset
• Clear communication with technical and non-technical teams
• Strong organization and ability to prioritize tasks
• Sense of urgency and accountability
• Collaboration and teamwork
• Autonomy in investigation and decision-making
• Ability to resolve problems quickly
• Adaptability to changing conditions and dynamic environments
• Experience providing support in SaaS environments is a plus
• Knowledge of observability tools such as Grafana and Datadog is a plus
• Experience with integrations, including webhooks and external APIs, is a plus
• Basic knowledge of JavaScript, Python, or a similar language is a plus
• Technical English for reading documentation is a plus

• Flash meal allowance
• Health insurance
• Alura corporate learning program
• Day off
• TotalPass
• Life insurance
• Course incentives