Junior Digital Support Analyst | Shell Box

Description

Job Summary: This role is for a Jr. Digital Support Analyst to provide level 2 technical support for the Shell Box digital product, focusing on system monitoring, incident resolution, and database queries. Key Highlights: 1. Providing Level 2 support for the Shell Box digital product 2. Monitoring system and critical service health 3. Diagnosing and resolving issues through database queries We are over 40,000 people who work with a focus on safety, integrity, collaboration, and simplification — the pillars that sustain our culture. **We create value** for our shareholders, customers, partners, and employees through an **integrated business ecosystem**, starting from sugarcane cultivation to the production and commercialization of ethanol, sugar, and bioenergy. We also operate — under license from the Shell brand — fuel, lubricants, and other specialty distribution in Brazil, as well as refining operations in Argentina and fuel derivatives and lubricants distribution in Argentina and Paraguay. Do you identify with us and want to join our company? Join Raízen! We are looking for a **Junior Digital Support Analyst** to provide Level 2 support within our Shell Box support team. **Shift Schedule:** 6 days on / 1 day off | 3:00 PM to 11:20 PM **Work Mode:** Remote work **Responsibilities and Duties** **YOUR TYPICAL DAY:** * Provide Level 2 technical support for the Shell Box digital product; * Monitor system and critical service health using tools such as AWS CloudWatch and New Relic; * Execute MySQL and Athena database queries to diagnose and resolve issues; * Identify and resolve technical incidents, ensuring application stability and performance; * Actively participate in analyzing and resolving critical production issues; * Document solutions and operational procedures for the team. **Requirements and Qualifications** **WHAT YOU NEED TO HAVE:** **Mandatory:** * Basic experience with relational databases (preferably MySQL); * Knowledge of monitoring tools such as AWS CloudWatch and New Relic; * Familiarity with queries in MySQL, AWS Athena, and DynamoDB; * Basic knowledge of scripting and process automation; * Ability to analyze logs and monitor systems. **Preferred:** * Prior experience with digital products and production environment support; * Understanding of cloud infrastructure (preferably AWS); * Knowledge of ITIL or incident management practices; * Basic programming language knowledge such as Python or Node.js. **Additional Information** **SELECTION PROCESS STEPS:** Our process includes three main stages (there may be additional ones, and you’ll be informed if you advance): * Application \- completing this form and any additional required information. * HR Interview \- an informal conversation to get to know each other. * Leadership Interview: a more technical discussion to further detail daily responsibilities and challenges. Our communication will be via email and phone \- please ensure your contact details are up to date. We operate in ethanol and sugar production and fuel, products, and services distribution through the Shell brand, licensed by Raízen in Brazil, Argentina, and Paraguay. We rank among Brazil’s largest private business groups, and our team is our greatest differentiator: over 40,000 employees and 15,000 business partners spread across the country. Want to join our company? Then, join Raízen!