### **100% remote position** **Here, we connect the world** -------------------------------- Sensedia is a market leader in APIs, offering integration solutions and consulting services to major enterprises across Brazil and globally, spanning a wide range of industries. In addition to its API Management platform, Sensedia’s portfolio includes Sensedia Integrations, Service Mesh, API Adaptive Governance, Events Hub, Open Banking & Finance, and strategic Professional Services teams. Working here means being part of a plural, relaxed, and innovative culture. It’s for those who dare to go beyond, think outside the box, and act accordingly. We prefer to ask for forgiveness rather than permission—and we’re always ready to transform and reinvent ourselves. Our people are extraordinary, and you can be part of it all. We commit to ensuring a welcoming and respectful work environment. Learn more on our website: https://br.sensedia.com/sensedia-careers ### **What is the role’s mission?** As a Support Analyst, your mission is to contribute to delivering a smooth, productive, and enjoyable experience for partners using our tools, platforms, or APIs—and the broader Open ecosystem. The core challenge lies in deeply understanding both the technical and behavioral needs of our customers, identifying friction points, and collaborating with product, engineering, and support teams to propose continuous improvements. ### **What will your day-to-day responsibilities be?** * Perform accurate triage, classification, and escalation of identified alerts; * Analyze API design and assist users with business solutions and configurations; * Build and analyze Java/JavaScript code; * Develop business dashboards; * Clarify questions regarding product features; * Test API workflows in production; * Debug code; * Develop technical content / processes; * Build automations for internal procedures using the platform; * Evangelize platform usage to customers / Sensedia; * Ensure an excellent user experience with Sensedia (support); * Collaborate cross-functionally with consulting, engineering, and customer success teams; * Work closely with the infrastructure team to accelerate ticket resolution; * Act as a trusted partner to our customers; * Respond to support tickets, answer questions via communication channels (e.g., email, chats, forums), and follow through until full resolution; * Support creation and updating of technical content—including FAQs, tutorials, and integration guides—based on top user questions and challenges. ### **What are the mandatory requirements for this role?** * Knowledge of support for the Open ecosystem; * Experience with at least one programming language or scripting language (e.g., Java, JavaScript, Python, Go); * Excellent analytical and troubleshooting skills for critical systems; * Understanding of API concepts and practices, including RESTful design patterns (experience integrating systems is a good starting point); * Ability to manage tools and interpret input/output data for diagnosing system behavior to identify issues (e.g., Prometheus, Kibana, Grafana, Zabbix); * Familiarity with functional API testing tools (Postman, cURL, SoapUI); * Experience with ticket management tools (e.g., Zendesk, Jira); * Clear and assertive communication skills. ### **What are the preferred qualifications for this role?** * Prior experience providing technical support to developers or API-based products; * Technical Spanish or English (reading and writing) sufficient to understand documentation and communicate with developers outside Brazil; * Ability to produce structured, didactic technical content (e.g., articles, tutorials, usage examples); * Knowledge of SOAP web services; * Familiarity with API documentation using OpenAPI Specification (Swagger) and business workflows; ### **Here’s what you’ll find with us:** * Meal Allowance / Food Allowance (Flash Benefits Card), Health Insurance, Dental Insurance, Life Insurance, Profit Sharing Program (PPR), TotalPass, Childcare Assistance, Well-Being Program (focused on physical and mental health), Corporate University (#SensediaAcademy) with diverse development paths; Cultural and educational partnerships offering special discounts; As a citizen company, we offer extended maternity and paternity leave. * We embrace **#WorkWhereYouBelong**, our flexible work model designed to strengthen the sense of belonging among Sensediers. Work where you belong—because physical barriers have diminished, and the feeling is that there’s only one Sensedia, no matter where you work. **This opportunity is also open to candidates with disabilities (PCD)! ;)** Do your experiences align? Apply now and discover Brazil’s leading API reference! We want you on our team!! * To foster increasingly diverse teams and plural work environments, our mission is to *map* the various audiences we reach with this initiative! So, we’ll ask a few brief questions related to diversity*—that’s okay? =) ##### ***\*Personal and sensitive personal data collected will be processed in accordance with the General Data Protection Law — Law No. 13,709/2018***