Support Analyst | Junior (12797)

Description

Job Summary: Provide technical support to customers with empathy and proactivity, investigating issues and guiding users to ensure the best possible experience with Sensedia products. Key Highlights: 1. 100% remote position with a plural, relaxed, and innovative culture 2. Technical support to customers focused on solutions and empathy 3. A welcoming and respectful work environment ### **100% Remote Position** **Here, we connect the world** -------------------------------- Sensedia is a market leader in APIs, offering integration solutions and consulting services to major companies in Brazil and worldwide across a variety of industries. In addition to its API Management platform, Sensedia’s portfolio includes Sensedia Integrations, Service Mesh, API Adaptive Governance, Events Hub, Open Banking & Finance, and strategic Professional Services teams. Working here means being part of a plural, relaxed, and innovative culture. It’s for those who dare to go beyond, think outside the box, and act accordingly. We prefer to ask for forgiveness rather than permission, and we’re always ready to transform and reinvent ourselves. Our people are extraordinary—and you can be part of it all. We commit to ensuring a welcoming and respectful workplace. Learn more on our website: https://br.sensedia.com/sensedia-careers ### **What Is the Mission of This Role?** Provide technical support to our customers, delivering solutions with empathy and proactivity to guarantee they have the best possible experience using our products. This person will be responsible for investigating technical issues, guiding users, and collaborating with internal teams to resolve challenges of varying complexity. ### **What Will Your Day-to-Day Activities Be?** * Handle support requests via tickets and occasionally via video calls; * Respond to customer questions and issues while managing multiple requests simultaneously; * Log, categorize, and prioritize tickets according to defined SLAs; * Perform tests on the platform to validate questions and issues; * Escalate more complex problems to higher tiers when necessary; * Analyze and debug code (with guidance for more complex cases); * Collaborate with various company departments including consulting, engineering, and customer success; * Track open issues with the engineering team and update customers on resolution progress; * Participate in departmental and company-wide meetings—even if online; * Contribute to achieving individual performance metrics and team goals; * Understand and stay up to date on the latest features of our products, their dependencies, underlying technology stack, and operational impact; * Develop technical content (solution documentation, FAQs, etc.); * Act as a trusted partner to our customers—understanding their needs and delivering the best possible support. ### **What Are the Mandatory Requirements for This Role?** * Clear and assertive communication (verbal and written); * Knowledge of API concepts and practices using RESTful design standards (familiarity with system integrations is a good starting point); * Ability to operate tools and interpret input/output data to diagnose system behavior and identify issues; * Ability to effectively prioritize and escalate customer issues as needed; * Basic understanding of programming logic; * Basic knowledge of relational and non-relational databases and structuring simple queries; * Familiarity with functional API testing tools (Postman, cURL, SoapUI); * Completed or ongoing degree in technology or related fields. ### **What Are the Preferred Qualifications for This Role?** * Prior experience in Level 1 and/or Level 2 technical support; * Knowledge of API documentation using OpenAPI Specification (Swagger) and business workflows; * Familiarity with ticket and incident management tools (Zendesk, Jira, etc.); * Knowledge of scripting languages (e.g., JavaScript, Python, etc.); * Intermediate English and/or Spanish ### **Here’s What You’ll Find With Us:** * Meal Allowance / Food Voucher (Flash Benefits Card), Health Insurance, Dental Insurance, Life Insurance, Profit Sharing Program (PPR), TotalPass, Childcare Assistance, Well-Being Program (focused on physical and mental health), Corporate University (our #SensediaAcademy) with diverse learning paths; Cultural and educational partners offering special discounts; As a citizen company, we provide extended maternity and paternity leave. * We embrace **#WorkWhereYouBelong**, our value proposition representing a flexible work model designed to strengthen Sensediers’ sense of belonging. Work where you belong—because physical barriers are smaller, and the feeling is that there is only one Sensedia, no matter where you work. **This opportunity is also open to people with disabilities (PCD)! ;)** Are your experiences aligned? Apply now and meet Brazil’s leading API reference! We want you on our team!! * To foster increasingly diverse teams and plural work environments, our mission is to *map* the different audiences we reach with this initiative! So, we’ll ask a few brief questions about diversity*—that’s okay? =) ##### ***\*Personal and sensitive personal data collected will be processed in accordance with the General Data Protection Law (Law No. 13.709/2018)***