Technical Support Analyst

Description

Job Summary: We are seeking a Technical Support Analyst with systemic vision, passion for technology, and customer success focus to work within the nautical ecosystem. Key Highlights: 1. Focused engagement with Easymarine, supporting customers in the nautical sector 2. Providing Level 1 and Level 2 technical support, managing tickets to resolution 3. Collaborating with Product, Development, and Commercial teams **About Hub Floripa** We are a **Technology and Innovation Hub**, operating as an ecosystem of companies developing technological solutions for diverse sectors. With over 15 years in the market, the group comprises companies impacting multiple industries: * Easymarine – Management platform for marinas and the nautical ecosystem; * Boxlink – Logistics management platform for medium- and large-scale operations; * BoxCubo – Intelligent volumetric measurement solutions integrating hardware and software; * SCC4 (Postal Portal / Shipping Portal) – Operational management systems for logistics franchisees and operators; * Devolvi – Reverse logistics solutions. We are continuously growing and building a high-performance team. We seek individuals who share our passion for technology, continuous learning, and customer success. **About the Role** We are looking for a **Technical Support Analyst** with systemic vision, enthusiasm for technology, ability to understand business workflows, and capability to translate technical issues into simple language for customers. Initially, this role will focus on Easymarine, supporting our customers in the nautical sector. * ️ On-call shift availability is mandatory (6x1 schedule), including weekends and holidays. Hours worked on Sundays and holidays are compensated with a 100% premium. **Main Responsibilities** * Provide Level 1 and Level 2 support (incidents and service requests); * Manage tickets to resolution, ensuring SLA compliance; * Assist in log analysis, database review, and integration troubleshooting; * Document procedures, recurring errors, and solutions; * Support new customer onboarding and training sessions; * Collaborate with Product, Development, and Commercial teams; * Monitor support metrics (First Response Time, Resolution Time, CSAT, among others). **Mandatory Requirements** * Completed or ongoing degree in Information Systems, Systems Analysis and Development, Computer Science, or related fields; * Minimum 1 year of experience in Technical Support; * Strong written and verbal communication skills; * Aptitude for system logic and understanding of information workflows; * Organizational skills and ability to prioritize tasks. **Preferred Qualifications** * Knowledge of finance and accounting; * Experience implementing systems; * Experience in B2B customer support; * Basic SQL knowledge. **Job Details** * Employment type: CLT (Consolidation of Labor Laws) * Work mode: On-site – Cacupé \| Florianópolis * Working hours: 8:00 AM–6:00 PM, with rotating on-call shifts (6x1 schedule) * Salary: R$ 2\.500,00 **Benefits** **?** \- Meal/food allowance: R$ 55.00 per day (\~R$ 1\.200/month); additional allowance for on-call days * Wellhub * Psicologia Viva: 2 monthly sessions with a psychologist * Conexa Saúde: 2 monthly sessions with a nutritionist * SESC membership * Birthday day off ? **If you love technology, solving problems, and making a real impact on customer experience, this opportunity might be right for you!** **Join our ecosystem and grow with us! ?