Support Analyst N3

Description

Job Summary: We are seeking a Support Analyst N3 to serve as the technical reference for the team, resolve complex issues, and ensure operational stability of the platform, with strong cross-functional engagement across critical areas. Key Highlights: 1. Specialized technical expertise and resolution of high-complexity support tickets 2. Collaboration with Product and Technology teams to evolve the platform 3. Role as a technical reference and promoter of continuous improvement Emiteaí is a SaaS company specializing in logistics, tax, and financial operations solutions. We develop cutting-edge technology that simplifies complex processes and supports critical operations with greater efficiency, scalability, and operational intelligence. We are looking for a **Support Analyst N3** to act as the technical reference for the Support team, ensuring resolution of high-complexity requests and operational stability of the platform. This role maintains strong interaction with Product, Technology, Customer Success, and Operations teams, contributing to continuous enhancement of customer experience and service quality. **Key Responsibilities (Your Day-to-Day):** * **Deliver specialized technical support:** Analyze and resolve medium- and high-complexity support tickets, ensuring agility and quality in customer service. * **Diagnose critical incidents:** Investigate operational, tax-related, and systemic inconsistencies, identify root causes, and propose effective solutions. * **Analyze tax and logistics workflows:** Handle requests involving CT-e, MDF-e, CIOT, registration (averbação), integrations, SEFAZ rejections, and other platform workflows. * **Manage requests and escalations:** Track tickets to resolution, prioritize incidents based on operational impact, and escalate when necessary. * **Collaborate cross-functionally:** Work closely with Product and Technology teams to investigate bugs, incidents, and continuously improve the platform. * **Perform database analysis:** Execute queries to validate data, troubleshoot issues, and generate reports for customers. * **Serve as a technical reference:** Support team development, share knowledge, and contribute to evolving support processes and tools. * **Promote continuous improvement:** Identify optimization opportunities, document solutions, and participate in strategic initiatives focused on service quality and customer experience. **Requirements (What We’re Looking For):** * **Deliver specialized technical support:** Analyze and resolve medium- and high-complexity support tickets, ensuring agility and quality in customer service. * **Diagnose critical incidents:** Investigate operational, tax-related, and systemic inconsistencies, identify root causes, and propose effective solutions. * **Analyze tax and logistics workflows:** Handle requests involving CT-e, MDF-e, CIOT, registration (averbação), integrations, SEFAZ rejections, and other platform workflows. * **Manage requests and escalations:** Track tickets to resolution, prioritize incidents based on operational impact, and escalate when necessary. * **Collaborate cross-functionally:** Work closely with Product and Technology teams to investigate bugs, incidents, and continuously improve the platform. * **Perform database analysis:** Execute queries to validate data, troubleshoot issues, and generate reports for customers. * **Serve as a technical reference:** Support team development, share knowledge, and contribute to evolving support processes and tools. **Preferred Qualifications (Valued Skills):** * Experience with SaaS platforms focused on logistics or transportation. * Knowledge of messaging systems and processing queue monitoring. * Hands-on experience with tax integrations and electronic transport documents. * Familiarity with ITIL methodologies or incident management practices. * Experience with Azure DevOps, Jira, or similar tools. * Experience in technical bug refinement and definition of improvements. * Experience in technical mentoring and team development. * Participation in continuous improvement, governance, or service quality initiatives. * Proficiency in generating advanced reports and manipulating CSV and Excel files. **What We Offer:** * Meal allowance of R$ 750.00 via Caju; * Food allowance of R$ 300.00 via Caju; * Transportation allowance (no payroll deduction); * Short Friday (earlier departure on Fridays); * Birthday day off; * Unimed Vale do Itajaí health plan (no monthly fee and no copayment); * Uniodonto dental plan (no monthly fee and no copayment); * Wellhub (wellness and gym platform); * Conexa (telemedicine platform with medical consultations); * Partnerships and agreements with various institutions; * Fresh fruit day at the office. **Benefits:** Meal Allowance, Transportation Allowance, Short Friday, Birthday Day Off, Health Insurance, Dental Insurance, Wellhub \- Formerly Gympass, Conexa Health **Weekly Working Hours:** 40 Hours **Employment Type:** CLT ### **Employment Type:** CLT ### **Benefits:** Friday Free, Health Insurance, Dental Insurance, Meal Allowance, Transportation Allowance, Conexa Health, Birthday Day Off, Wellhub \- Formerly Gympass ### **Department:** Support