Job Summary: This role involves proactive technical support for internal and external customers, problem investigation, testing, and operational demands related to security and infrastructure. Key Highlights: 1. Company driven by innovation in application security 2. Transparent, collaborative, and continuously learning culture 3. Anywhere-office team with freedom to grow **Transform the future of application security with Conviso!** Our purpose is to empower developers to build more secure applications, helping companies achieve greater maturity in secure development, mitigate risks, and protect what matters most: their businesses. We are driven by innovation, investing in research and emerging technologies to transform application security culture worldwide. As a **Mid-Level Technical Support Analyst at Conviso**, you will be responsible for delivering technical support and assistance to internal and external customers, investigating and resolving issues, executing tests, and handling other operational demands related to applications, infrastructure, and security — collaborating closely with partner teams. Here, we believe great results come from people passionate about hacking and committed to making the world safer. Our culture is transparent, collaborative, and focused on continuous learning. Moreover, we are an anywhere-office team with colleagues working across more than 34 cities, and every Insider (our team members) enjoys the freedom to grow from wherever they choose. **Remote work, global impact.** **Are you ready to turn challenges into solutions and grow with us?** **Join Conviso!** **Responsibilities and Duties** **YOUR DAY-TO-DAY** * Act proactively, anticipating problems and risks. Identify connections among different events and recognize underlying causes and issues within complex contexts. * Maintain performance, focus, and professional demeanor under pressure and adversity, recovering quickly from setbacks and adjusting priorities to ensure continuity of activities and outcomes. * Collaborate effectively and build partnerships with individuals across diverse functions and levels, both inside and outside the company, to achieve shared goals and expected results. * Actively engage in learning and skill development to build a solid foundation in technical support, while staying updated on industry trends and best practices. * Respond to operational service requests related to applications, infrastructure, and security. * Understand the company’s products, services, applications, technologies, and policies. * Log, track, and update technical support requests in ticket management systems. * Support identification of bugs or system failures, collaborating with the team on issue investigation and resolution. * Provide technical support to customers via phone, email, and chat, practicing active listening and attention to detail to accurately understand reported issues. * Manage incidents, including root cause mapping, coordination of personnel and activities, communication for rapid service restoration, as well as logging, post-incident analysis (post-mortem), and lessons learned. * Communicate technical information clearly and accessibly, providing regular status updates on requests, explaining solutions simply, and documenting interactions for future reference. * Contribute to building and maintaining internal and external knowledge bases—including processes, FAQs, technical documentation, manuals, APIs, and system configurations—to promote knowledge sharing across and beyond the company. * Demonstrate professionalism and accountability in all activities. Commit to responsibilities, meet deadlines, manage time and priorities effectively, and deliver high-quality work that contributes to team and project success. **Requirements and Qualifications** **MUST-HAVE** * Bachelor’s degree in Computer Science, Systems Analysis, or a related field. * Prior experience operating applications, infrastructure, or IT services. * Basic hands-on experience with scripting, network connectivity, code repositories, and CI/CD pipelines. * Basic programming and SQL skills. * Knowledge of GraphQL. * Knowledge of VPN (iptables). * Familiarity with infrastructure concepts: cloud environments (e.g., AWS, GCP), code repositories (e.g., GitHub, GitLab, Bitbucket), containerization (e.g., Docker), CI/CD pipelines, networking (protocols, basic connectivity tools). * Foundational understanding of information security and AppSec: risks, threats, vulnerabilities, CVSS, CWE, OWASP Top 10, OWASP ASVS. **NICE-TO-HAVE** * Proven experience supporting external customers in mission-critical contexts. * Fluent English. **Additional Information** **BENEFITS** Beyond working at a company where you can grow while being fully integrated into the business, we offer benefits to make our days even more enjoyable! * Meal allowance of BRL 1,000.00 per month, paid via Flash multi-benefit card, with only BRL 1 deducted monthly; * Anywhere-office allowance of BRL 100.00 per month; * Equipment allowance of BRL 300.00 per month; * SulAmérica health and dental plan for you and your family, with no employee contribution; * Dedicated Flash Care plan for mental health and primary healthcare; * Life insurance; * Wellhub (Gympass) and TotalPass; * Access to the Unico Skill platform to support your professional growth and continuous development; * 70% reimbursement for training and certifications; * Referral program: “My Friend Is Gold”; * “Child A+” program; * Birthday day off; * Relocation day off; * Pet care time off; * Quality of life, semi-flexible hours, and fully remote work — yes, anywhere office. **WANT TO LEARN MORE ABOUT CONVISO?!** Culture Code Blog Podcast YouTube channel \- *Diversity matters here! We value differences and pluralities of race, color, religion, gender and gender identity, nationality, sexual orientation or age, believing strongly in the importance of sharing diverse ideas and perspectives.* Every person matters — no one here is just a number. **Every Insider matters!** A leader in AppSec since 2008, we are a global reference in Application Security. As a SaaS and dev-first company, we foster secure development culture across over 22 countries through services, projects, training, consulting, and our flagship product: the Conviso Platform. Our portfolio includes major players in the global financial sector and large e-commerce enterprises. **Our driving purpose** We embrace the dev-first culture, and our products are built to optimize developers’ workflows — transforming security from a bottleneck into a culture. For this mission, we brought together developers who deeply understand the challenges of integrating security into DevOps routines, and created a platform built by developers, for developers. **AppSec as culture** Only 18.2% of people working in software or e-commerce companies believe there is sufficient AppSec knowledge within their organizations. At Conviso, we believe awareness initiatives and training are key to cultivating a culture that prioritizes embedding security into the earliest stages of application design. **Remote first** We were born remote, and today we have a team distributed across more than 34 cities — and every Insider (our team members) has the freedom to grow from wherever they choose.