**Description** Ensure operational stability and service continuity in the TSS and TAF environments of customers hosted on TOTVS Cloud (TCLOUD), acting as the first-level technical support for requests related to infrastructure, communication, and services in scenarios involving tax transmissions and legal obligations, thereby contributing to excellence in Cloud customer support. The professional will operate within the TOTVS Cloud ecosystem, collaborating closely with CLOUD, Support, Database, Network, and Security teams, as well as Product teams including Support and Development, ensuring that customer requests are accurately analyzed, logged, addressed, or escalated, with high traceability, technical quality, and adherence to defined processes. Maintain SLAs and quality indicators (productivity, NPS, and customer satisfaction) and contribute to excellence in Cloud support, especially in critical scenarios involving tax transmissions, legal obligations, and integrations among Protheus, TSS, and TAF. **Responsibilities and Duties** WHAT YOU WILL DO: Provide technical support for TOTVS Cloud environments (TCLOUD), focusing on Protheus, RM, and Datasul customers, handling low- to medium-complexity infrastructure-related requests concerning TSS and TAF. Analyze, triage, classify, and reclassify tickets involving Protheus, Shared TSS, Segregated/Full TAF, ensuring compliance with TOTVS Cloud operational workflows, queues, and SLAs; Fully and systematically log all requests in the support system, including technical evidence, logs, error messages, URLs, parameters, and action history, ensuring traceability across Cloud, Support, and Product teams; Assess incidents related to Protheus–TSS communication, tax transmission failures, URL configuration issues, service unavailability, and Cloud infrastructure dependencies; Monitor requests and proactively communicate status updates to customers per TOTVS support standards, including initial technical guidance where applicable; Structured technical escalation of incidents and problems to specialized teams (TCLOUD, Database, Networks, Security, Protheus/TAF/TSS Product), providing sufficient detail to ensure continuity and resolution efficiency; Performance oriented toward TOTVS Cloud operational and quality indicators (SLA, productivity, NPS, and customer satisfaction); Identify, log, and respond to potential risks, crises, or tax-related impacts affecting Protheus Cloud customers, escalating to coordination and leadership per TCLOUD internal procedures; Support standardization of Cloud support processes and best practices, particularly in scenarios involving TSS, TAF, and electronic tax obligations. **Requirements and Qualifications** **WHAT WE EXPECT FROM YOU:** Education: Bachelor’s degree in Information Technology or related fields; Practical knowledge of Protheus, especially in integration scenarios with TSS and TAF; Familiarity with support processes, incident and problem management, and request handling, with emphasis on SLA and traceability; Basic understanding of electronic tax obligations such as NF-e, NFS-e, NFC-e, CT-e, eSocial, EFD-Reinf, and their associated operational impacts.