[Support] Senior Technical Support Analyst - Protheus

Description

Job Summary: Provide technical support to customers, resolving medium-to-high complexity issues related to the Protheus system, ensuring customer satisfaction and contributing to departmental goals. Key Highlights: 1. Specialized technical support for Protheus with a customer-centric focus 2. Omnichannel support and ticket management 3. Continuous improvement and updating of the knowledge base **[Support] Senior Technical Support Analyst - Protheus** ============================================================ TOTVS | São Paulo - SP | Hybrid Job Description Provide technical support to our customers by delivering empathetic, proactive solutions that ensure customer satisfaction with TOTVS products and services. Responsibilities and Duties * Support customers via TOTVS channels, clarifying their questions on medium-to-high complexity topics related to the system, and recording suggestions and incidents; * Provide support through ticketing channels according to defined processes, aiming to meet established service targets and goals; * Record customer requests in the system, including all necessary evidence (opened tickets) and detailed information required by all stakeholders; * Triage tickets opened by customers and reclassify or categorize them as needed, based on ticket type or support status; * Provide status updates on ongoing requests when requested by customers, via support channels (phone, email, system); * Escalate requests or incidents to the next level if unresolved after exhausting all possible solutions within the timeframe estimated by the department’s coordination; * Contribute both to achieving individual performance metrics (productivity, satisfaction surveys, etc.) and to the department’s overall results and goals; * Alert coordination and act promptly on potential risks or crises affecting customers; * Keep FAQs/knowledge base updated with defined and communicated solutions; * Support continuous improvement initiatives by identifying new solutions, detecting problems, and highlighting relevant issues. Requirements and Qualifications **Academic Background:** * Bachelor's degree completed in Information Systems or related fields. **Technical Knowledge:** * Solid expertise in Protheus, particularly in Materials/Procurement modules (Purchasing, Contract Management, Billing, and Inventory), including deep proficiency in module configuration and parameterization. * Knowledge of applicable legislation and its implementation within ERP systems. * Familiarity with databases (SQL), table structures, inter-module relationships, and ADVPL/MVC. * Experience with support and ticketing tools (e.g., Jira/Zendesk). Desirable Qualifications * Experience supporting Prime-tier customers or operating in highly demanding, mission-critical environments. * Knowledge of SmartView. * Familiarity with Protheus source code debugging and analysis. * TOTVS certifications will be considered a strong advantage. Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University: A corporate university offering free courses and certifications for all employees; * +Saudáveis Program: Comprehensive wellness program supporting physical, mental, and financial well-being; * +Vantagens Program: Latin America’s largest discount network, exclusively for TOTVS employees; * +Cuidado Program: Personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, and pet consulting; * Einstein Conecta: Free online medical consultations with physicians from the Albert Einstein Israelite Hospital; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at select metro stations; * Extended maternity and paternity leave; * Nursing room; * Bicycle parking; * Changing rooms; * Life insurance; * Childcare assistance; * Private pension plan; * Creative and productive office environment featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology leader, we are a community of innovative, driven individuals committed to innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge — people helping people. We pursue sustainable growth, leveraging data and AI to deliver smarter, more efficient outcomes for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS