The Support and Implementation Analyst is responsible for ensuring efficient implementation of technological solutions for customers, especially in the public sector, as well as providing qualified technical support. This role involves direct interaction with users, overseeing the entire implementation process, training, product evolution, and handling of requests, thereby ensuring proper use of tools and customer satisfaction. * Provide remote technical support and, when necessary, on-site support to users of products and services; * Conduct user training (on-site and/or online); * Participate in the implementation of products and services with customers; * Monitor the entire implementation and post-implementation process, tracking solution usage, identifying improvements, and ensuring customer satisfaction; * Log and track support tickets in the service management system, keeping history and status always up to date; * Assist in problem analysis and communicate with the development team to resolve bugs and enhance the product; * Analyze, gather, and document requirements for developing new products and improving existing systems.