Support Analyst

Description

**About the role** ---------------- **allu** is a fast-growing startup built by people who believe work fuels our dreams and gives life purpose. Here, we do what’s right — no matter the cost — and fully embrace a greater challenge: transforming how the world consumes. At **allu**, we believe real results must be visible. We recognize those who make things happen and value the impact of concrete deliverables. Because, in the end, achievement is about seeing effort take shape and being celebrated. We’re driven by excellence and speed, believing only this way can great things cease to be the privilege of the few. Our mission is to impact one billion people with our subscription-based solutions. To achieve this, we make bold, rapid decisions — always focused on improving our customers’ lives. Here, every achievement has a name: real people making it happen. We seek individuals we can count on, support in their growth, and proudly call **rangers**. We look for analytical, honest people who bring lightness to the journey — because fun is part of the path here, too. We’re looking for a proactive and communicative Mid-Level Support Analyst to join our team and ensure excellence in supporting internal users. The professional will provide specialized technical support, resolve complex incidents, and contribute to the continuous improvement of our systems and processes. Want to be part of something truly big and learn **A LOT** alongside the most determined and passionate people? Then **\#vemserallu!** **Your day-to-day responsibilities** * Provide Level 2 technical assistance to internal users, ensuring efficient problem resolution. * Identify, document, and evidence potential bugs and system inconsistencies, actively collaborating with development teams to fix them. * Document support tickets, provide clear and effective feedback to our users and customers, report weekly support metrics, monitor SLA performance, and continuously improve key indicators. * Collaborate on creating and updating knowledge bases and FAQs to optimize self-service and Level 1 support; participate in process and system improvement projects, contributing the user-support perspective; and stay updated on company-used technologies and tools. * Understand internal systems and train users to help answer questions and resolve doubts. **What we expect from you** For this position, proven experience in technical support roles — preferably Level 2 — is essential. Solid, proven SQL knowledge for data querying and manipulation is fundamental, with specific experience in MySQL and PostgreSQL databases. Familiarity with multiple operating systems (Windows, macOS, Linux) is required, as is experience with project and ticket management tools such as Jira and Notion. Candidates must demonstrate excellent written and verbal interpersonal communication skills, proactivity, organization, and the ability to manage multiple tasks simultaneously — all with a focus on problem resolution and user satisfaction. **Therefore, we require** * Proven experience in technical support roles, preferably Level 2; * Solid SQL knowledge for querying and manipulating data; * Experience with MySQL and PostgreSQL databases; * Familiarity with various operating systems, including Windows, macOS, and Linux; * Experience with project and ticket management tools such as Jira and Notion; * Excellent written and verbal interpersonal communication skills; * Proactivity, organization, and the ability to manage multiple tasks simultaneously; * Focus on problem resolution and user satisfaction. **Nice-to-have qualifications** * Completed or ongoing undergraduate degree in Information Technology, Computer Science, or related fields. * Knowledge of ITIL or other IT service management methodologies. * Experience with system monitoring tools. **What you’ll find at allu** * Flash Benefits of R$1.540,00/month for groceries, restaurants, or food delivery — fixed amount regardless of holidays or month length * Birthday Day Off to celebrate your special day * Wellhub | Gympass offering countless gym options, personal training, and wellness apps starting at R$35.90/month * Extended maternity and paternity leave — plus a special gift from our team * Childcare allowance up to R$300.00/month for children up to 2 years old * Special discount for allu.ranger on electronics subscriptions * Opportunity to become an investor via allu.invest under preferential terms * Partnership Program: possibility of becoming an allu co-owner. Our headquarters in Belo Horizonte (MG) reflects allu’s culture! Four floors featuring a billiards table, beverages, manicure services, a convenience store for afternoon snacks, and a rooftop perfect for sunset meetings. **\#vemserallu**