Intermediate Support Analyst

Brazil·Campinasmid

OtherSupport Analyst

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Quick Summary

Key Responsibilities

Own the end-to-end resolution of production incidents and service requests for live digital applications and products; participate in and contribute to root cause analysis for recurring issues.

Technical Tools

OtherSupport Analyst

Responsibilities

~1 min read

→Own the end-to-end resolution of production incidents and service requests for live digital applications and products; participate in and contribute to root cause analysis for recurring issues.
→Triage and troubleshoot application, data, and integration issues; document evidence (logs, traces, queries, API behavior) to support diagnosis and handoff to specialists when needed.
→Participate in war rooms for critical incidents, helping drive resolution and communicating clearly with stakeholders throughout the event.
→Monitor incident and request queues, prioritize work, and act proactively to meet SLAs and reduce customer impact.
→Follow and improve IT service management processes and procedures aligned with ITIL (Incident, Problem, Change, and Knowledge Management).
→Maintain and evolve SOPs, runbooks, and knowledge base content in Confluence after incident resolution and reviews.
→Analyze incident trends and current tooling/processes to identify improvements that reduce recurrence and improve reliability of the application layer.
→Mentor junior analysts on diagnosis, tooling, documentation, and best practices.
→Prepare and present operational reports and metrics to leadership where required.
→Support onboarding and training of new team members; collaborate daily with engineering QA, product, and project stakeholders.

University degree in courses related to computing such as Computer Engineering, Computer Science, Information Systems, or Systems Analysis and Development (or equivalent professional experience in application support).
Solid experience in production application support or technical operations for software/digital products at scale.
Strong problem-solving, critical thinking, systems thinking, and learning agility (comfort adopting new product areas, data sources, and tools).
Knowledge of SQL and of relational and non-relational (NoSQL) databases for investigation and validation, including hands-on use where needed (e.g. MongoDB and/or Cosmos DB).
Familiarity with mobile app testing on Android and iOS—using local simulators/emulators and/or cloud device and browser testing platforms (e.g. LambdaTest, BrowserStack)—to reproduce and validate user-impacting issues.
APIs and practical use of tools such as Postman for reproduction and troubleshooting.
Understanding of cloud computing concepts (Azure and/or AWS), microservices, messaging/MQ concepts, and observability (e.g. APM, distributed tracing); hands-on experience with New Relic is a strong plus.
Experience with Jira (e.g. JSM, Software, service desk workflows) and Confluence for ticketing, documentation, and knowledge management.
Programming logic and ability to run or adapt Python scripts (e.g. in VS Code) for diagnostics or light automation; broader programming experience is a plus.
Familiarity with Databricks (or similar) for data analysis in support investigations is a plus.
Confident use of AI assistants (e.g. ChatGPT, Copilot, Cursor) for research, drafting, and analysis—with sound judgment and verification.
Advanced communication skills in English (written and spoken).
Experience with Agile projects or delivery environments.

Ability to work under pressure and manage multiple priorities during incidents and peak volume.
Strong analytical and problem-solving skills applied to business rules, data flows, and user impacting defects.
Excellent communication and interpersonal skills with both technical and non-technical audiences.
Ability to work in a team-oriented, collaborative environment aligned with development and product teams.
High level of self-motivation and willingness to make a measurable difference in stability and customer experience.
Autonomy, accountability, and a strong desire to learn continuously.