**System Development Support Analyst (N1/N2)** **About the opportunity** We are looking for a proactive and analytical individual capable of quickly understanding user issues, reproducing scenarios, collecting technical evidence (console/network), and resolving or forwarding requests with all necessary context to the development team. The role requires curiosity to learn about the system, its business processes, and integrations, acting as a bridge between operations and engineering teams. **Responsibilities** * Handle, log, and prioritize support requests via chat or help desk, ensuring deadline compliance and user satisfaction, with clear communication and status updates. * Reproduce errors, use tools such as DevTools (Console, Network, Storage) to capture technical evidence—errors, payloads, headers—and attach screenshots, HAR files, and logs to tickets. * Classify incidents as Level 1 or Level 2, apply workaround solutions when possible, and escalate to the development team with complete context: reproduction steps, impact, and technical records. * Participate in triage meetings and team rituals (daily stand-ups, alignments), sharing metrics and insights from support cases. * Create and maintain the knowledge base by documenting FAQs, runbooks, and diagnostic checklists for recurring issues. * Monitor deployment of fixes, validate in staging and production environments, and communicate resolution to users with preventive guidance. **Desirable qualifications** * Basic understanding of HTTP/REST and JSON, including reading API responses and interpreting error logs and monitoring data. * Basic SQL knowledge for simple queries and data validation in staging and production environments, with responsible access management. * Experience with ticketing tools (Jira, Zendesk, Freshdesk) and ITSM practices, including SLA definition and incident categorization. Employment type: Full-time CLT Pay: R$2,000.00 - R$3,000.00 per month Benefits: * Transportation allowance