Job Summary: Provide support and maintenance for Cloud customer environments’ infrastructure, ensuring customer satisfaction and proactively resolving issues. Key Highlights: 1. Support for medium-complexity Cloud customers 2. Assistance in the development of junior analysts 3. Proactive diagnosis of issues in the customer environment **[Tech] Senior Cloud Support Analyst** ================================================== TOTVS | São Paulo - SP | Hybrid Job Description Provide infrastructure support for Cloud customers’ environments, contributing to the satisfaction of customers served by the Cloud operations team. Responsibilities and Duties * Provide support for Cloud customers’ environments via TOTVS channels, resolving medium-complexity infrastructure-related issues; * Review and classify tickets (if necessary) with appropriate categories, following defined processes to meet established targets; * Register customer requests with all required evidence (opened tickets) and detailed information for all impacted parties using the support system; * Escalate requests or incidents that cannot be resolved (after exhausting all possible solutions within the timeframe estimated by the team’s Coordination) to the next level by logging an incident/problem in the support tool, detailing actions taken and outcomes, enabling the next level to continue resolution; * Evaluate tickets opened by customers and reclassify or recategorize them (when necessary), following documented area processes, to align demand appropriately; * Provide status updates on ongoing requests (when requested by customers and/or internal teams) via support channels (phone, email, system); * Contribute both to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and to the team’s overall results/targets by executing tasks according to standard Cloud procedures; * Alert Coordination and leadership about potential risks or crises affecting customers, logging tickets per the area’s internal procedure; * Keep FAQs/knowledge base updated with defined and communicated solutions to customers, documenting Level-1 KCS solutions for recurrent daily issues; * Support continuous improvement initiatives by identifying problems and relevant issues, detecting new solutions, and suggesting and implementing improvement actions; support the development of more junior analysts through knowledge sharing; * Perform medium-complexity installations and migrations of TOTVS and/or third-party products in Cloud environments, based on customer-generated tickets; * Proactively diagnose issues in customer environments (via monitoring), anticipating needs whenever possible. Requirements and Qualifications Administration of environments related to TOTVS products; Infrastructure and Datacenter; Public Cloud infrastructure; Automation tools. Desirable Requirements * Certification: ITIL Foundation – Information Technology Infrastructure Library; * Operating systems or databases; * Languages: English – Basic level. Salary Range To be determined Employment Type CLT Benefits * TOTVS Online University: a corporate university offering free content and certifications for all employees; * +Healthy Program: supports each TOTVER with advisory services and initiatives focused on physical, mental, and financial well-being; * +Advantages Program: Latin America’s largest network of discounts, exclusively for our employees; * +Care Program: personal assistance program for employees and their families, offering guidance across multiple specialties including psychology, social work, pet consulting, etc.; * 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 services at select metro stations; * Extended maternity and paternity leave; * Nursing room; * Bicycle parking; * Changing room; * Life insurance; * Daycare allowance; * 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 universe of nonconformist individuals driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Your professional development happens here in an inclusive, respectful, and energizing environment — people supporting people! We pursue sustainable growth, leveraging data and AI to deliver smarter, more efficient results for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS