Level 1 Support Analyst

Description

**\#JoinUs** Join is looking for a **Level 1 Support Analyst** to join a team focused on delivering excellence! At Join, we believe that software built for people transforms businesses. For this reason, our Recruiter team is always attentive to identifying individuals who will help us achieve this goal. As a **Level 1 Support Analyst**, you will provide support and manage incidents related to mission-critical corporate applications. Your focus will be on initial incident response, communication with users, preliminary investigation, evidence collection, execution of operational procedures, and escalation to responsible teams for definitive resolution. **100% remote position;** Work schedule based on rotating shifts, including coverage outside regular business hours **(night shifts, weekends, and holidays)**; ️ **Shifts of 6 to 8 hours.** We welcome candidates from all regions of Brazil \=D **Responsibilities and duties** On a day-to-day basis, we expect you to handle the following processes: * Serve as the first point of contact for incidents occurring outside regular business hours, ensuring continuous monitoring until service restoration or appropriate escalation. * Monitor support channels during on-call periods. * Promptly receive and respond to incidents reported by users. * Log incidents in the ticketing system. * Perform initial incident triage. * Validate reported outages and failures. * Collect technical evidence (screenshots, videos, logs, error messages, and environment information). * Execute documented operational procedures. * Conduct validation tests and reproduce issues. * Review logs and basic system health indicators. * Maintain continuous communication with users throughout incident handling. * Escalate to internal teams and vendors when necessary. * Document executed actions and achieved outcomes. **Requirements and qualifications** What’s needed for our perfect match: * Minimum 6 months of prior experience in technical support, application maintenance, or systems operations. * Experience handling production environment incidents. * Strong written communication skills. * Ability to investigate and analyze problems. * Basic Linux knowledge. * Basic SQL knowledge. * Organizational skills for documenting and recording activities. * Availability to work on-call shifts. Nice-to-have * Experience with GLPI or similar tools. * Experience with Docker. * Experience supporting web applications. * Experience in IT operations or NOC. * Knowledge of application monitoring. * Experience in high-availability environments. **Additional information** Fully remote — work safely and comfortably from home Infrastructure allowance; Birthday Day Off — with a surprise! Training and certification incentives; Access to Alura; Partnership with FIAP; Employee referral program; Health insurance; Dental insurance; Vittude — mental health platform; Wellhub — for physical health; New Value — discount vouchers; SESC. Today, we are witnessing a silent revolution — happening everywhere, without borders and without leaders. Restless minds joining this movement wherever they are, at any time. Shaping a future without hierarchies or borders. Free. Creative. Technological. The freedom that inspires us to live a more balanced life. The creativity that awakens us to think differently. And technology that unites us — not merely bringing us closer, but also solving real-world problems. Join this movement. Join the community of visionaries and be the change, be the inspiration, be the force shaping the world. After all, we are stronger together. Join, EVERYWHERE. **WHAT DRIVES US**: Being creative in every challenge **OUR MISSION**: Empowering freedom through technology, facilitating interactions and strengthening relationships **WHO WE ARE**: We build technology projects with a creative and distinctive perspective. **OUR PERSONALITY**: Fun, committed, independent, and inquisitive **OUR AUDIENCE**: Talents and organizations seeking to move beyond the ordinary to bring extraordinary things into the world. **Creativity awakens us** Thinking differently about real problems keeps us alert and awake. **Freedom renews us** And keeps us in a constant state of ENTHUSIASM, free from routines that demotivate us **Balance strengthens us** Work-life balance makes us more powerful and inspired. **Relationships energize us** Human-centered relationships exist independently of physical presence — and this must always be remembered.