Job Summary: The Partnerships Support team is seeking a Senior Analyst to ensure the continuous and efficient operation of integrations with strategic partners, managing day-to-day operations and resolving requests. Key Highlights: 1. Partner operational and technical request handling and resolution 2. Resolution of incidents and requests of low to medium complexity 3. Initial problem analysis and execution of basic troubleshooting **What does the Partnerships Support team do at Porto Serviços?** The Partnerships Support team is responsible for ensuring the continuous and efficient operation of integrations with strategic partners, acting as the liaison between external requests and internal company teams. We are seeking a Senior Analyst focused on support and operations, supporting the partnership focal point in daily management, request resolution, and operational workflow organization—ensuring agility, quality, and predictability in partner service delivery. **Responsibilities and Duties** * Handle and resolve partner operational and technical requests; * Resolve incidents and requests of low to medium complexity (N2\); * Support the focal point in organizing and prioritizing requests; * Conduct initial problem analysis, identifying root cause whenever possible; * Perform basic troubleshooting on integrations (APIs, workflows, systems); * Ensure proper logging, updating, and tracking of tickets; * Escalate more complex requests to the technical team (N3\) with structured context; * Monitor resolution progress with the internal team and ensure timely partner follow-up; * Support documentation of processes, workflows, and service standards; * Contribute to continuous improvement of support operations; * Assist in monitoring SLAs and operational metrics; **Requirements and Qualifications** * Completed or ongoing undergraduate degree in Administration, Engineering, Information Technology, Information Systems, or related fields. * Prior experience in system support, technical support, or operations; * Experience handling tickets and managing requests; * Basic/intermediate knowledge of integrations (APIs, webhooks, etc.); * Problem troubleshooting and analytical skills; * Experience with ticket management tools (Jira, Zendesk or similar); * Experience with backend and frontend programming languages (Java, Angular, etc); **Preferred Qualifications** * Experience working with external partners or vendors; * Knowledge of log reading and error analysis; * Familiarity with cloud environments or distributed systems; * Basic SQL or data analysis knowledge for problem investigation; * Knowledge of IT support best practices (ITIL or similar); **Additional Information** **BENEFITS** **Flexible Meal and Food Allowance;** **Health Insurance;** **Dental Insurance;** **Wellhub and TotalPass;** **Exclusive Bio Ritmo Gym for Employees:** located at the Main Campus; **Profit Sharing Program (PLR);** **Stock Ownership Program: Porto em Ação:** complementary to PLR until 2025; **Sand and Multipurpose Sports Courts:** located at the Main Campus; **Transportation Allowance;** **Van Transportation Services;** available at major access stations to Porto (Luz, Barra Funda, Santa Cecília, and Júlio Prestes); **Extended Parental Leave:** up to 40 days for all family configurations; **Extended Maternity Leave:** 6 months; **Medical Outpatient Clinic with Specialties:** located at the Main Campus and Barra Funda; **Childcare or Babysitter Assistance;** **Life Insurance;** **Private Pension Plan – PortoPrev;** **Discounts on Products and Services;** **Study Grant: Reimbursement for undergraduate, graduate, or MBA programs;** **Monthly Running Events:** subsidy for major São Paulo street races; **Language Reimbursement (English or Spanish);** **Teatro Porto:** exclusive sessions for employees; **Library;** **Rest Room:** at the Main Campus; **Game Room:** at the Main Campus; **Massage and Podiatry Services:** at the Main Campus; **Work Location:** Campos Elíseos – SP (On-site 4X1 model); Porto is much more than an insurance company: it is a vast ecosystem leveraging technology to create solutions across four business verticals: **Porto Bank, Porto Saúde, Porto Seguro, and Porto Serviço****.** Its reputation and recognition earned over more than seven decades underscore Porto’s scale—a business reference built by and for people. Here, 13,000 employees proudly belong to a solid, ethical organization that transforms dreams into fantastic realities for over 15.8 million customers. We operate through more than 101 branches and regional offices nationwide. Learning is part of our DNA. Here, you’ll find **incentives, tools, and supportive colleagues to learn and grow every day**, in an inclusive and secure environment where everyone can be themselves and take pride in who they are—fostering respect and **living fully and well-being in a genuinely human company.** **DIVERSITY & INCLUSION AT PORTO** At Porto, we value diversity and believe that a plural team is essential for developing our entire business, society, and each individual—because we understand that every person is unique in building a more innovative and inclusive environment. Together, we work daily to build a safe, free, and welcoming space with greater plurality and respect. Therefore, **we strongly encourage applications from women, Black and Indigenous people, people with disabilities, and LGBTQIA\+ individuals** for all our job openings.
João Silva
Indeed · HR
João Silva
Indeed · HR
