**Cloud Services Technical Specialist (Protheus)** =============================================== TOTVS | São Paulo - SP | Hybrid Job Description Ensure efficient, effective, and standardized support to customers of the Protheus Cloud operation by providing infrastructure support for low-complexity environments, fully complying with the service catalog, security standards, architecture, governance, internal processes, and contracts—directly contributing to operational excellence and customer satisfaction. The professional will operate within the TOTVS Cloud ecosystem, closely integrated with Cloud, Sustentation, Database, Networking, and Security teams, as well as Product, Support, and Development teams. They will be responsible for analyzing, logging, handling, and, when necessary, escalating customer requests—ensuring high traceability, technical quality, and adherence to established processes. They will continuously uphold SLAs and monitor quality indicators such as productivity, NPS, and customer satisfaction, thereby supporting the evolution and excellence of Cloud support. Responsibilities and Duties **WHAT YOU WILL DO:** * Provide support to customers’ TOTVS Cloud (Protheus) environments via TOTVS channels, clarifying their questions regarding low-complexity infrastructure topics; * Log each request in the support system, including all necessary evidentiary details; * Review and classify tickets (as needed) with the appropriate category and according to defined processes, using ticket creation channels; * Provide status updates on ongoing requests (when requested by the customer) via support channels (phone, email, system); * Contribute both to achieving individual performance metrics (productivity, satisfaction surveys, etc.) and to team/departmental goals and targets, executing tasks per Cloud-defined standard procedures; * Focus on TOTVS Cloud operational and quality indicators (SLA, productivity, NPS, and customer satisfaction); * Assist in updating FAQs/knowledge base with solutions provided to customers, documenting Level-1 KCS solutions for recurring issues handled daily; * Alert coordination and leadership about potential risks or critical situations affecting customers, logging tickets per internally defined departmental procedures. Requirements and Qualifications **WHAT WE EXPECT FROM YOU:** * Completed or ongoing undergraduate degree in Technology or related fields; * Minimum 6 months of experience in technology-related areas; * Specific Knowledge: Administration of environments related to the TOTVS product; Infrastructure and Datacenter; Public Cloud Infrastructure; Automation tools; * Familiarity with support processes, incident management, problem management, and request fulfillment—with emphasis on SLA and traceability. Desired Qualifications **DESIRED KNOWLEDGE:** * Certification: ITIL Foundation (Information Technology Infrastructure Library) — preferred; * Languages: English — basic level. Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University: a corporate university offering free content and certifications for every TOTVS employee; * +Healthy Program: supports each TOTVER through advisory services and initiatives focused on physical, mental, and financial well-being; * +Advantages Program: Latin America’s largest discount network, exclusively for our employees; * +Care Program: personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta: free online medical consultation service with physicians from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle buses serving select metro stations; * Extended maternity and paternity leave; * Nursing room; * Bicycle parking; * Changing rooms; * Life insurance; * Daycare assistance; * Private pension plan; * Office designed to stimulate creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology industry leader, we are a community of nonconformists driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Here, your professional development takes place in an inclusive, respectful, and energizing environment—people supporting people! We pursue sustainable growth, leveraging data and AI to drive smarter, more efficient outcomes for our customers. Join us in innovating and building the future of technology. #VemPraTOTVS #SomosTOTVS