**Description** Provide N2 support for high-complexity products and services by fulfilling technical requirements, handling production environment incidents, ensuring delivery quality, and applying systems and process knowledge—aiming to deliver value to customers. **Summary:** Handle incidents and problems unresolved by N1; Perform in-depth technical analysis; Web development (HTML, CSS); Support critical operations and advanced monitoring; Serve as the technical liaison between N1 Support and N3 teams (Engineering/Development/Infrastructure); Ensure operational continuity of services and SLA compliance. **Responsibilities and Duties** Configuration Management: Identify and resolve incidents in the production environment through critical analysis of workflows. Team Collaboration Handle assigned requests, maintain clear communication with team members, and interact effectively with other team members and colleagues across the organization. **Requirements and Qualifications** **1. Technical Requirements** **Systems and Infrastructure Knowledge** Database knowledge (basic SQL queries, log analysis, record validation). Ability to interpret logs and trace root causes of technical failures. **Applications and Integrations** Understanding of the company’s system ecosystem (front-end, back-end, APIs, message queues, services). Knowledge of cloud services (GCP). Ability to perform controlled tests in staging/production environments with supervision. Familiarity with CI/CD and deployment pipelines. Desirable Knowledge – Advantageous Basic understanding of containers (Docker, Kubernetes). Solid understanding of operating systems (Windows Server and/or Linux). Basic knowledge of messaging or integration tools (e.g., RabbitMQ, Kafka, if applicable). **2. Behavioral and Management Requirements** Analytical reasoning and focus on root cause—not just symptom resolution. Clear and technically appropriate communication with both technical and business stakeholders. Collaborative and pedagogical profile—support N1 and translate technical issues for management. Time management and prioritization of incidents and tasks (understanding of criticality and impact). Autonomy and ownership mindset—proactively seek solutions rather than waiting for escalation. **3. Process Knowledge** Proficiency in ITIL practices (especially Incident, Problem, Change, and Knowledge Management). Understanding of operational and escalation workflows (N1 → N2 → N3). Familiarity with SLA, OLA, and operational KPIs. Use of ticketing and incident management tools (e.g., Jira, ServiceNow, GLPI, Zendesk). Documentation and updating of knowledge base (KB) articles for N1 reference. **4. Education and Experience** Education: Technical or undergraduate degree in Information Technology, Computer Science, Information Systems, or related fields. Prior experience: Previous role as N1 or Technical Support Analyst with solid understanding of support and operational workflows.