[Support] Senior Technical Support Analyst - Winthor

Description

**[Support] Senior Technical Support Analyst - Winthor** =========================================================== TOTVS | Goiânia - GO | Hybrid Job Description Manage and sustain the Winthor Cloud ecosystem, providing consultative support via tickets and chat. You will be the key contributor in diagnosing and resolving critical infrastructure and performance issues, ensuring environment stability and strict adherence to SLA metrics. Responsibilities and Duties * Maintain ERP Cloud (PaaS) environments, ensuring high availability; * Resolve complex cloud infrastructure incidents on a daily basis; * Lead War Rooms during crisis situations and critical events, coordinating communication between customers and product teams; * Serve as the technical focal point across internal TOTVS areas to drive continuous improvements; * Focus on First Contact Resolution (FCR), optimizing customer experience and reducing interactions per ticket; * Document new services and technical procedures arising from operational support and product enhancements. Requirements and Qualifications * **Solid knowledge of network services (DNS, DHCP, TCP/IP, FTP), Internet, and Web Server;** **Completed undergraduate degree in IT or related fields;** * **Technical expertise in ERP Client/Server architecture;** * **Prior experience in infrastructure support and cloud environments.** Desired Qualifications Practical experience with the Winthor ERP; * Knowledge of SQL; * Experience with virtualization/remote access technologies (GoGlobal or Metaframe); * Familiarity with multi-tier applications (Client/Server/Database). Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University, a corporate university offering free content and certifications for all employees; * +Saudáveis Program, supporting 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, a personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, and pet consulting; * Einstein Conecta, a complimentary online medical consultation benefit provided by physicians from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at select metro stations; * Extended maternity and paternity leave; * Nursing room; * Bicycle parking; * Changing room; * Life insurance; * Childcare assistance; * Private pension plan; * Office designed to foster creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation chairs; * Gympass. About the Company As a technology industry leader, we are a community of nonconformist individuals driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Here, your professional development unfolds within an inclusive, respectful, and energizing environment — built by people, for people! We pursue sustainable growth. And we leverage data and AI to deliver smarter, more efficient outcomes for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS