Senior Digital Product Support Analyst

Description

Job Summary: VERT is seeking a Senior Digital Product Support Analyst with an analytical and investigative mindset to support digital products—investigating incidents, analyzing inconsistencies, and improving systems. Key Highlights: 1. Ethical performance with excellence and technical depth 2. Culture rooted in Creativity, Care, and Seriousness 3. An environment that encourages collaboration, diversity, and continuous learning **VERT** is an innovative Capital Markets firm dedicated to developing strategic, high-value financial solutions. We operate with ethics, excellence, and technical depth in an environment that fosters collaboration, diversity, and continuous learning. Our culture is guided by the pillars of **Creativity**, **Care**, and **Seriousness**, which shape how we work and interact with clients, investors, and our team. **About the Role:** ***Senior Digital Product Support Analyst*** We are looking for someone to join our Digital Product Support team. We seek an analytical and investigative individual who is organized, collaborative, and communicates clearly—to sustain VERT’s digital products, support incident investigation and resolution, analyze inconsistencies, and drive continuous system improvements. This person will play a key role in coordinating between technology, product, and business teams, ensuring smooth solution operation and consistent user experience. **Responsibilities and Duties** **Your Day-to-Day Will Include:** * Receiving, triaging, and tracking tickets related to digital products * Analyzing, investigating, and routing incidents and issues reported by users * Creating and organizing requests for the development team, ensuring clear problem descriptions * Analyzing and routing improvement opportunities to the teams responsible for system enhancements * Organizing and maintaining up-to-date knowledge bases on systems and processes * Preparing status reports and alignment meetings with business and technology teams * Supporting user training on system functionality * Mapping recurring pain points from incidents and tickets to contribute to system improvements and evolutions. **Requirements and Qualifications** **Essential for this role:** * Understanding of business rules and systemic structures; * Experience in ticket triage, analysis, and prioritization; * Data analysis and use of SQL queries to investigate inconsistencies; * Reading and analyzing system logs and error messages; * Understanding of integrations, APIs, and system architecture; * Experience with ticket/service desk management tools (e.g., Monday, Jira, Zendesk); * Experience executing functional tests and validating fixes; * Proficiency in drafting technical documentation and maintaining knowledge bases; * Analytical and investigative mindset, with strong organization, collaboration, and clear communication **Additional Information** At VERT, our benefits go beyond the essentials—they’re designed to support you at every life stage, both inside and outside work. **With that in mind, even under a PJ (individual contractor) arrangement, we offer:** **Wellness Allowance**: Monthly reimbursement to invest in education, culture, leisure, health, sports, gym memberships, or home office improvements. **Paid Vacation**: A rest period with guaranteed pay. **Birthday Day Off**: One flexible day off during your birthday month. **Open English**: Special discount to support your language learning. **Annual Bonus**: Recognition for your individual performance and the company’s results. **Contabilizei**: Partnership to simplify your CNPJ accounting management. **TotalPass**: Access to gyms, physical activities, and nutritional and psychological support. Moreover, we believe diversity amplifies collaboration and outcomes! We foster an inclusive environment focused on continuous learning and development for everyone. Join us and become part of a team that values excellence and innovation. **\#VemserVERT** VERT operates in the capital markets, delivering sophisticated and comprehensive financial services for structured transactions—from structuring and securitization of diverse instruments to fund management and administration—creating the best connection between originators and investors across agribusiness, fintechs, real estate, and commercial credit sectors.