**Senior Support Analyst (PROTHEUS)** ======================================== TOTVS | São Paulo - SP | Remote Job Description We believe in the transformative power of technology and its ability to contribute to building a more diverse and inclusive society. As Brazil’s largest technology company, we are committed to a diversity and inclusion policy and program designed to foster an increasingly representative, respectful, and welcoming ecosystem. Responsibilities and Duties * Provide support to Cloud customers’ environments via TOTVS channels, resolving low-complexity infrastructure-related requests; * Review and classify tickets, when necessary, according to the appropriate category and defined processes, ensuring achievement of established targets; * Log customer requests with all required evidence and details, ensuring traceability and communication among stakeholders; * Analyze tickets opened by customers, reclassifying or categorizing them as per documented departmental procedures to ensure proper alignment of the request; * Provide updates on request status upon request, via available support channels (phone, email, or system); * Escalate unresolved requests or incidents to the next level after exhausting all possible solutions within the timeframe estimated by Coordination, thoroughly documenting executed actions and achieved results; * Contribute to achieving individual performance indicators (e.g., productivity, customer satisfaction) and departmental goals, following established procedures and standards for the Cloud environment; * Alert Coordination and leadership regarding potential risks or critical situations affecting customers, logging tickets per internally defined departmental procedures. Requirements and Qualifications * Completed or ongoing Bachelor’s degree in Information Technology or related fields. * Basic-level administration of TOTVS product environments; * Basic-level Infrastructure and Datacenter knowledge; * Basic-level Public Cloud Infrastructure knowledge; * Basic-level Automation Tools knowledge. Desired Qualifications * ITIL Foundation (Information Technology Infrastructure Library) certification is desirable. Salary Range To be determined Employment Type CLT (Consolidation of Labor Laws) Benefits * TOTVS Network University: A corporate university offering free content and certifications for all employees; * +Saudáveis Program: Supports each TOTVER through advisory services and initiatives focused on physical, mental, and financial well-being; * +Vantagens Program: Latin America’s largest discount network, exclusively for our employees; * +Cuidado Program: Personal support program for employees and their families, providing guidance across multiple specialties including psychology, social work, and pet consulting; * Einstein Conecta: Free online medical consultation service provided by physicians from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle buses serving select metro stations; * Extended maternity and paternity leave; * Nursing room; * Bicycle parking; * Changing rooms; * Life insurance; * Childcare allowance; * Private pension plan; * Office spaces designed to stimulate creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company If you’re a kind person who loves learning and is passionate about results, you’re in the right place! As Brazil’s largest technology company, we aim to build an ever-stronger ecosystem composed of individuals who embrace innovation and believe in collaboration to make a difference! Here, you’ll find a dynamic environment that celebrates diversity, promotes inclusion, and constantly strives for outstanding results! We believe in the transformative power of technology and its capacity to help build a more diverse and inclusive society. Therefore, we uphold our diversity and inclusion policy and program to ensure an increasingly representative, respectful, and welcoming ecosystem. #DareAndTransform #BeTOTVS