Technical Support Analyst

Description

Job Summary: We are looking for a technical support professional to analyze and triage tickets, investigate issues, and contribute to the continuous improvement of processes and products. Key Highlights: 1. Working in an agile, collaborative, and challenging environment 2. Focus on problem-solving and deep understanding of systems 3. Opportunity to contribute to process and product improvements If you are passionate about innovation and seek to work in an agile, collaborative, and challenging environment, this could be your opportunity! Asaas helps individuals and businesses automate their financial processes and improve customer relationships. It brings together, in a single platform, billing issuance and collection, automated multi-channel communication, and simplified accounts receivable management. For our Technology Team, we seek a person who can help us deliver exceptional technical support to customers and colleagues. If you are also passionate about technology, enjoy solving problems, and wish to deeply understand our systems, join our team. Interested but not based in Joinville? No problem—we support remote work/home office. **Responsibilities and Duties** * Analyze and triage tickets, investigating issues reported by customers (via CX) and internal teams using the Backoffice; * Understand reported scenarios, collect evidence, and clearly structure problems for accurate routing; * Conduct initial technical analyses using SQL queries and log reading for diagnostics; * Use support and ticket management tools (e.g., Jira Service Management) to organize, track, and prioritize requests; * Collaborate with Product and Engineering teams, ensuring escalated issues are well-described and sufficiently contextualized; * Identify patterns and recurring issues in support interactions, contributing suggestions for improvements to processes, documentation, or the product; * Document analyses, solutions, and procedures in the knowledge base to increase scalability and reduce rework; * Support the organization and continuous improvement of the support queue, ensuring smooth and high-quality analysis; * Communicate clearly with internal stakeholders and partner teams regarding the status and diagnosis of requests. **Requirements and Qualifications** * Experience in customer service * Affinity for technology * Basic knowledge of SQL/database queries **We are a Fintech**, a Payment Institution accredited by the Central Bank of Brazil, and **our purpose is to maximize business productivity through technology.** We offer a comprehensive solution for billing management, payments, accounts receivable advances, and serve over 200,000 clients—including independent professionals, microentrepreneurs (MEI), and large enterprises. Our dream began in 2010 in Joinville/SC, and we believe the sky is not the limit for our growth. That’s why our team is now spread across many regions of Brazil! **More than 1,000 people dream alongside Asaas—collaboratively, innovatively, efficiently, with autonomy and freedom to soar high.** Soaring high requires resources to live and work better, plus the freedom to manage them. Therefore, we embrace and care for our team by offering benefits that support personal and professional growth: **For health and well-being:** We provide medical and dental insurance with no co-payment, life insurance, medication purchase assistance, and physical activity support. Additionally, Neon is our partner for team financial health, and Zenklub supports physical and mental health (we offer four free monthly therapy or nutritionist sessions). At our headquarters, we also offer *quick massage.* **For meals and family:** Our flexible meal benefit is delivered via a Visa credit card. The balance may be used as each person wishes. At our headquarters, we offer *free food*, and for families, we provide daycare assistance, parental support programs, and extended maternity and paternity leave. **For education and growth:** Beyond a challenging and highly developmental environment, we offer an in-house training platform and education assistance covering 70% of undergraduate and language course tuition fees, as well as purchases of courses and books—so our team never stops learning. **For high-quality remote work:** We provide home office allowance, work equipment, furniture allowance, and partner with WOBA so our employees can use coworking spaces across Brazil whenever they wish. Explore our headquarters in Joinville/SC with **this virtual tour**! **Extras, because the Dream Team deserves them:** We offer a birthday day off, Happy Hour allowance, referral bonuses for new hires, annual goal-based bonuses, a stock option plan, and a relaxed, *no dress code* environment!