Level 2 Support Analyst

Description

Job Summary: As a Level 2 Support Analyst at Vertem, you ensure service stability and deliver a consistent experience for customers, working autonomously to resolve real-world issues while focusing on continuous operational improvement. Key Highlights: 1. Working autonomously and responsibly 2. Focusing on continuous operational improvement 3. A dynamic and collaborative environment If you thrive in a dynamic environment that values autonomy and responsibility—and enjoy solving real problems quickly and effectively—this role is for you. As the **Level 2 Support Analyst at Vertem**, you will serve as the advanced technical support point to ensure service **stability** and a **consistent experience** for customers, participants, and internal teams. Your day-to-day responsibilities include **analyzing tickets**, acting with **a strong sense of urgency**, applying **temporary solutions** when needed, and leading investigations to identify the **root cause**, clearly documenting and communicating findings via **PRB** and **RCA**. Here, Level 2 is not just about “putting out fires.” You will actively contribute to continuous operational improvement: **identifying automation opportunities**, creating and refining **technical and business monitoring**, helping reduce recurrence, and increasing predictability. You will also **document procedures**, structure **knowledge transfer to Level 1**, and help the team accelerate consistently—always respecting established rituals, tools, and service-level agreements (SLAs). If you are collaborative, organized, skilled at diagnostics, and disciplined in delivering within **SLA**, you’ll be an excellent fit. **Responsibilities and Duties** * Analyze tickets originating from customers, participants, and internal departments; * Apply temporary solutions for potential errors; * Identify root causes, open PRBs, and prepare RCAs for resolution; * Identify automation opportunities for development; * Document procedures and conduct knowledge transfer of automated items to Level 1; * Create new technical and business monitoring mechanisms; * Perform manual and automated application testing. **Requirements and Qualifications** * Bachelor’s degree completed or in progress in IT-related fields; * Backend programming language knowledge (C\# and .NET); * Version control — Git; * .NET Framework and related technologies (ASP, C\#, Core); * Frontend programming language knowledge (Node.js and React); * Knowledge of Agile methodologies, ITIL, Azure DevOps; * Familiarity with Graylog, Datadog, InLive, and 24X7; * Technical English; * Experience with T\-SQL (SQL Server); * Knowledge of MongoDB and Postman; * Experience in technical support or operations; * Knowledge of operating systems, networks, and technical troubleshooting; * Messaging systems (Service Bus); * Microservices; * ELK; * API development using Swagger with JWT or OAuth2 authentication; Preferred qualifications include: * AWS; * AZ\-900 or AZ\-204 certifications; * HTML/CSS; * JavaScript; * React.JS; * Angular; * CI/CD; * Practical experience with DevSecOps practices; * Hands-on experience with non-relational databases; **Additional Information** Additional Information What do we offer? To balance work and personal life: Flex Office — 2 remote workdays and 3 onsite days. Birthday Day Off — Celebrate your special day your way \+ Points in our Marketplace! Flexible working hours — Greater autonomy to manage your schedule. To support your health and well-being: Sul América health and dental insurance. Sul América life insurance. Psychological counseling — Access to a platform with licensed psychologists. Onsite massage — A relaxing moment during your workday. Decompression room — Recharge your energy. Total Pass — Access to gyms and physical activities. Fresh fruit in the office — A healthy snack during work hours. To simplify your daily routine: Meal or food allowance — R$ 43.64 per day. Childcare assistance — For children up to 5 years old. Transportation allowance, parking, or shuttle service — Guaranteed mobility. To support your professional growth: QultureRocks — Performance and development management platform. Education assistance — Starting after 12 months of employment, we invest in your learning. An inspiring and disruptive culture — A dynamic, collaborative, and innovative environment. To celebrate achievements and special moments: Newborn Kit — A special gift for new parents. Internal events and engagement initiatives — Team-building and relaxation activities. Exclusive benefits for special occasions — Because every milestone deserves celebration! We are market leaders in engagement. We believe in the transformative power of “engaging” to build authentic, positive connections between brands and people. To achieve this, we have mastered the subject completely. We bring together everything related to loyalty, incentives, and benefits to deliver comprehensive solutions for our clients—developing applications, technologies, and strategies that define new market paradigms. **More diversity, more possibilities** Diversity is essential to our company’s strength. It brings plural perspectives and helps multiply the paths we can take in our business. We encourage and value, across all positions, differences in race, color, religion, gender and gender identity, nationality, disability, sexual orientation, ancestry, or age.