Level 2 Support – Technical Analysis and Problem Resolution

Description

Job Summary: Responsible for handling high-complexity requests, performing technical analyses, and supporting operational stability. Key Highlights: 1. In-depth analysis of tickets escalated by Level 1 2. Investigation of systemic errors and data inconsistencies 3. Interface with Development and Product teams for fixes and improvements **Level 2 Support – Technical Analysis and Problem Resolution** Responsible for handling high-complexity requests, performing technical analyses, and supporting operational stability. **Main Responsibilities:** * In-depth analysis of tickets escalated by Level 1; * Investigation of systemic errors and data inconsistencies; * Support in resolving platform-related issues; * Validation of integrations and operational workflows; * Interface with Development and Product teams for fixes and improvements; * Monitoring of critical incidents; * Testing of functionalities and validation of fixes; * Creation and updating of technical procedures and knowledge base; * Support to the operations team during customer-impacting situations. * Shift schedule: 12/36 — Day shift (07:00–19:00) or Night shift (19:00–07:00) — On-site * Benefits: Meal/Voucher Allowance R$ 35.35/day, Transportation/Mobility Allowance, Health Insurance (no monthly fee), Wellhub, Onhappy Compensation: R$1\.621,00 \- R$1\.622,00 per month Benefits: * Fuel allowance * Partner programs and commercial discounts * Food allowance * Meal voucher * Transportation voucher Work location: On-site