Analista de Suporte N2

<h3>Accountabilities</h3><li>Analyze and triage cases escalated by the Level 1 (N1) support team through Monday, determining whether each issue is a software bug, expected system behavior, feature improvement request, or operational question.</li><li>Investigate root causes by querying MySQL databases, examining relevant data, and identifying discrepancies or technical issues.</li><li>Document bugs thoroughly, including reproduction steps, supporting evidence, and relevant data, before escalating them to the Level 3 (N3) development team.</li><li>Guide N1 support analysts on the appropriate handling and resolution of cases based on investigation findings.</li><li>Provide technical assistance to N1 support and other internal teams, answering questions and helping assess potential bugs reported through internal communication channels.</li><li>Prioritize incoming requests according to severity, platform impact, and business needs to ensure the most critical issues receive timely attention.</li><li>Follow established investigation, documentation, and case-management procedures consistently, maintaining accurate records and ensuring that no requests are overlooked.</li><li>Contribute to continuous improvement by identifying recurring issues, sharing technical insights, and exploring opportunities to use AI tools to improve productivity and support efficiency.</li><h2>Requirements</h2><li>Experience in technical support, customer support, or a similar technology-focused role, with the ability to investigate and resolve technical issues.</li><li>Knowledge of MySQL databases and the ability to write queries to investigate data, troubleshoot problems, and validate system behavior.</li><li>Ongoing or completed education in Information Technology or a related field, or equivalent practical experience in technology-related roles.</li><li>Strong analytical thinking, logical reasoning, and problem-solving skills, with a natural curiosity for investigating issues and identifying root causes.</li><li>Ability to learn and understand complex business rules, system workflows, and platform functionality.</li><li>Excellent organizational skills, attention to detail, and discipline in following established processes and managing multiple requests.</li><li>Clear written and verbal communication skills, with the ability to explain technical findings objectively and collaborate effectively with different teams.</li><li>Genuine interest in technology, continuous learning, and the use of AI tools to improve productivity.</li><h2>Nice to have:</h2><li>Basic programming knowledge or familiarity with reading source code, application logs, and APIs.</li><li>Previous experience working with SaaS platforms or businesses in the mobility and delivery sectors.</li><li>An interest in continuous improvement, collaborative problem-solving, and working in a fast-paced, results-oriented environment.</li><h2>Benefits</h2><li>
<strong>Fully remote work:</strong>Work from home with a quiet, private workspace and a reliable internet connection.</li><li>
<strong>Competitive salary:</strong>Monthly gross salary ranging from<strong>R$ 4,103.93 to R$ 4,411.72</strong>, under a Brazilian CLT employment contract.</li><li>
<strong>Health insurance:</strong>Employer-paid Bradesco Saúde or SulAmérica coverage for the employee. Dependent coverage is available at an additional cost.</li><li>
<strong>Dental insurance:</strong>Optional Bradesco Saúde dental coverage, paid for by the employee.</li><li>
<strong>Life insurance:</strong>Coverage provided as part of the benefits package.</li><li>
<strong>Meal allowance:</strong>R$ 52.00 per day through the Flash benefits card.</li><li>
<strong>Remote work allowance:</strong>R$ 136.40 to help cover remote working expenses.</li><li>
<strong>Wellhub (formerly Gympass):</strong>Access to wellness and fitness benefits.</li><li>
<strong>Additional days off:</strong>A day off during your birthday month, time off during Carnival and Ash Wednesday, and days off on December 24 and December 31.</li><li>
<strong>Career development:</strong>A challenging work environment that encourages continuous learning, professional growth, collaboration, and the development of technical skills.</li>