Job Summary: Provide Level 1 and Level 2 support, investigating, diagnosing, and managing incidents, ensuring delivery quality and engaging directly with customers. Key Highlights: 1. Level 1 and Level 2 support focused on problem diagnosis and resolution. 2. Direct interaction with customers to deepen understanding of requirements. 3. Incident management and quality assurance in accordance with SLAs. **Key Responsibilities:** * Provide Level 1 and Level 2 support, from ticket intake through escalation to development * Investigate and diagnose issues reported by users * Interact directly with customers to deepen understanding of requirements * Log, document, and track tickets and solutions * Perform functional analysis of requests, bridging business and development * Participate in daily stand-ups, backlog refinement sessions, and team ceremonies * Manage incidents, failures, and service disruptions * Ensure delivery quality in accordance with SLAs and customer criteria **Hard Skills Required for This Opportunity:** * Prior relevant experience in software support, especially under SLA conditions; * Experience interacting directly with corporate clients; * Experience with demand management tools (Jira, Azure DevOps, or similar); * Currently pursuing or completed a bachelor's degree in IT-related fields (highly recommended); * Basic English proficiency for reading and simple communication. Payment: R$3\.700,00 \- R$4\.500,00 per month Work Location: On-site