At CI\&T, we help major enterprises transform the potential of AI into real business impact through AI Deployment, AI-native execution, and tech-integrated business solutions. With 30 years of experience in technological transformation, we accelerate innovation with expertise in agentic SDLC, application modernization, Data \& AI, martech, and business strategy. We are 8\.000 CI\&Ters across more than 25 countries, collaborating to build solutions with real impact. AI is already part of how we work, evolve, and innovate every day. **Important**: If you reside in the Campinas Metropolitan Region, your physical presence at the city offices is mandatory, per the current attendance policy. We are seeking a **Senior Support Analyst** with solid experience in large-scale environments and hands-on exposure to the most innovative technologies in the market. We seek someone who excels technically, is highly organized, and communicates effectively within agile teams. **The Challenge** You will operate on the front line of a complex technology ecosystem: native mobile applications, Java/Spring Boot backend, AWS cloud with Kubernetes, and integrations with legacy systems and external partners — at a time when product stability and reliability are strategic assets. Incidents happen; what differentiates a mature team is its ability to detect, diagnose, and communicate clearly before impact escalates. The profile we seek is not someone who simply "opens and closes tickets." It is someone who reads stack traces, correlates them with infrastructure metrics, identifies whether the issue lies in the app, backend, integration, or an external partner, and communicates this precisely while the solution is being developed. This is a moment of transition toward operational maturity: incident management processes are being formalized, playbooks are being written, and SLAs are being established with greater rigor. You will be an active participant in this construction. **What You Will Do** * Triage and resolve technical incidents classified as P1/P2, adhering to defined SLAs and ensuring proactive communication * Analyze logs, traces, and infrastructure metrics (APM, CloudWatch, Kubernetes dashboards) for root cause diagnosis * Coordinate internal and external incident status communications with clarity and frequency appropriate to severity * Participate in post-mortems: timeline, root cause, action items, and follow-up * Diagnose anomalous solution behavior, distinguishing failures in the app, backend, integrations, or infrastructure * Contribute to the creation and maintenance of incident response playbooks and operational runbooks * Proactively monitor system health indicators, identifying degradation patterns before they evolve into incidents **What We Need** * Experience with senior technical support in distributed software environments (backend \+ frontend/mobile \+ integrations) * Ability to read and interpret structured logs, stack traces, and APM metrics * Familiarity with AWS: CloudWatch, ECS/EKS, S3, RDS — reading metrics and identifying anomalies * Experience with observability tools: APM (Datadog, New Relic, Dynatrace) or centralized logging (ELK, Splunk or similar) * Knowledge of incident management processes (ITIL or equivalent) with practical SLA experience * Clear communication under pressure for both technical and non-technical audiences simultaneously **What Will Set You Apart** * Experience analyzing production mobile app behavior (crash rates, ANRs, API timeouts) * Prior technical background in development or infrastructure * Experience with Kubernetes: reading events, pod logs, interpreting cluster states * Knowledge of integration architectures (REST, webhooks, queues) and diagnosing cross-system failures * Active participation in building observability and operational maturity processes * Experience with products critically dependent on external partners **Soft Skills That Make a Difference** * Composure under pressure: structured reasoning and clear communication during an active P1 with multiple people demanding responses * Analytical mindset, not just operational: goes beyond "I restarted it and it came back" — understands why it came back and how to prevent recurrence * Precise and calibrated communication: knows what to say, to whom, and at what level of detail in each moment * Investigative proactivity: reads signals before they become problems, without waiting for alerts to fire * Culture of continuous improvement: treats post-mortems as genuine learning opportunities, not bureaucratic exercises **Important:** Must be available to be physically present twice per month in the **Sumaré** region for client visits. **Our Benefits:** * Health and dental insurance; * Meal and food allowance; * Childcare assistance; * Extended parental leave; * Gym and health/wellness professional partnerships via Wellhub (Gympass, TotalPass); * Profit and Results Sharing Program (PLR); * Life insurance; * Continuous learning platform (CI\&T University); * Discount club; * Free online platform dedicated to physical, mental, and overall well-being; * Pregnancy and responsible parenting course; * Partnerships with online course platforms; * Language learning platform; * And many more More details about our benefits here: https://ciandt.com/br/pt\-br/carreiras At CI\&T, inclusion begins at first contact. If you are a person with a disability, it is important to **submit your medical report during the selection process.** *Check which data must be included in the report* *by clicking here.* This way, we can ensure the support and accommodations you deserve. **If you do not yet have the qualifying medical report, don’t worry: we can support you in obtaining it.** We have a dedicated Health and Well-being team, inclusion specialists, and affinity groups that will accompany you at every stage. Count on us to walk this journey alongside you.
João Silva
Indeed · HR
João Silva
Indeed · HR
