Technical Support Analyst

Description

Job Summary: We are seeking IT Support professionals to provide application technical support and problem resolution, with a focus on quality and proactivity. Key Highlights: 1. Application technical support and problem resolution 2. Working with APIs and validating data flows 3. Collaborating on process and documentation improvements **About the company** We are a technology company focused on product performance solutions. We seek committed IT Support professionals who prioritize high-quality customer service and problem resolution, embrace challenges, and act proactively. **Responsibilities** ● Respond to customer tickets, identifying and resolving application-related technical issues. ● Perform production troubleshooting, including database and performance analysis. ● Work with APIs and validate data flows to ensure information integrity. ● Prioritize tickets based on business impact, adhering to internal and external SLAs. ● Document all actions taken on tickets to ensure traceability and historical records. ● Communicate\-clearly and concisely with customers and stakeholders. ● Collaborate with the team to implement improvements in processes and documentation. **Technical Requirements** ● Experience with **MongoDB**. ● Knowledge of **REST APIs**: methods, error handling, and status codes. ● Familiarity with **Networking and DNS**: connectivity diagnostics, DNS record configuration. ● Proficiency with task management tools: Trello, Jira, Kanban, Git, or similar. **Behavioral Competencies** ● Ability to perform **structured analysis** and multi\-layer troubleshooting (application, network, database). ● Skill in **prioritizing critical tasks** and managing multiple tickets simultaneously. ● Strong communication skills with customers, colleagues, and third parties, maintaining transparency and providing regular updates. ● Organization and discipline in documenting actions and tracking tasks. **Preferred Qualifications** ● Experience in high\-availability production environments. ● Knowledge of monitoring automation or maintenance scripting. ● Prior experience in IT support for corporate clients. Payment: R$1\.299,61 \- R$4\.426,11 per month Benefits: * Medical assistance * Dental assistance * Life insurance * Meal allowance * Transportation allowance Work location: On\-site