Job Summary: N2 Support Analyst responsible for handling support tickets, investigating incidents, collaborating with development teams, and continuously improving processes. Key Highlights: 1. Work with development tools 2. Collaborative team and technical development opportunities 3. Innovative solutions focused on delivery logistics **What is FUSION?** Fusion Software e Serviços S/A was founded by executives with over 15 years of experience in the ERP and logistics sectors. Our mission is to deliver innovative, specialized solutions focused on delivery logistics. **Responsibilities and Duties** * Provide Level 2 (N2) support, ensuring SLA compliance and customer satisfaction; * Investigate, diagnose, and propose solutions for technical incidents and issues reported by end users or Level 1 (N1) support; * Accurately register, track, and update tickets in the ticketing system (e.g., Jira Service Desk, Zendesk, Freshdesk, etc.); * Escalate tickets to Level 3 (N3) or specialized teams when required, keeping customers informed of progress; * Collaborate with development and product teams to analyze bugs and system behavior; * Support the creation, review, and updating of the knowledge base (FAQs, manuals, and support scripts); * Identify opportunities to improve support processes by proposing automation and standardization; * Participate in technical and alignment meetings with support, infrastructure, and technology teams. **Requirements and Qualifications** **Main Requirements:** * Basic knowledge of PHP and SQL / Python * Basic knowledge of back-end (server, database, data modeling, programming, data structuring, and implementation) * Basic knowledge of front-end (UI, UX, slicing). These developments may include bug fixes, creation of new features, or source code analysis to explain already-implemented business rules. * Experience working with development tools (IDEs, project management tools, source code management solutions [Bitbucket, GitHub, etc.]). * Basic knowledge: writing SQL commands in MySQL and PostgreSQL DBMS. **What We Expect From You:** * Honesty, commitment, respect, empathy, reliability, efficiency, and humility in learning. **Additional Information** **Why Join Fusion?** We are the most comprehensive solution for managing less-than-truckload (LTL) deliveries! Moreover, you will work alongside the development team behind Latin America’s largest logistics platform; our team is highly collaborative and enthusiastic about knowledge sharing! Here, you’ll have ample opportunities for technical growth. **Join FUSION!** Fusion Software e Serviços S/A is a technology company specializing in innovative solutions focused on delivery logistics. Our web-based SaaS software introduces an innovative concept called "DMS" (Delivery Management System), comprising seven fully integrated modules and compatible with over 30 market ERP systems. We are Brazil’s most comprehensive specialist solution for delivery management.