Description: Apply quickly via email: Requirements and qualifications: * Ability to investigate root causes of failures in devices, gateways, industrial networks, and telemetry flows. * Functional understanding of communication concepts between devices and platforms (e.g.: MQTT, HTTP). * Analyze technical logs and data transmission parameters, identifying patterns and anomalies. * Use dashboards and alerts to identify potential failures and act preventively. * Organize support requests based on impact, SLA, and criticality. * Develop and review technical procedures, expanding the repository of solutions and best practices. * Perform advanced diagnostics prior to escalation, ensuring clarity and context for engineering and product teams. * Support the development of junior analysts by reviewing records, guiding investigations, and validating solutions. * Use support systems (TomTicket, Jira, ClickUp, Notion) and analytical tools (advanced Excel, Power BI, Sheets). * Translate technical issues into understandable language for different audiences (clients, technical teams, management). Responsibilities and duties: * Act as focal point in critical incidents and strategic technical decisions. * Identify patterns and trends in incidents and propose preventive actions. * Evolve from documenting solutions to proposing adjustments in processes and systems that reduce recurrence. * Support and guide Junior and Mid-Level professionals, providing training and technical feedback. * Coordinate high-impact incidents clearly and predictably with clients and leadership. * Monitor and report KPIs and SLAs related to support operations, ensuring visibility and control. Benefits: Flexible working hours, Work notebook, Paid vacation after one year of work, Day-off on your birthday, Life insurance, Annual bonus, Alura platform access, Gifts, On-site meal facility Working hours: Monday-Friday from 8:00 AM to 11:30 AM | 1:00 PM to 5:30 PM Knowledge: Education: Bachelor's degree - SYSTEMS ANALYSIS AND DEVELOPMENT - In progress Behavioral Skills: Communication, Detail-oriented, Organized, Problem-solving 2511150202461870574