TECHNICAL SUPPORT AND EXPERIENCE ANALYST

Description

Job Summary: Technical consultant for clients on complex ERP, tax, and fiscal process matters, with a focus on diagnosis, problem resolution, and continuous product improvement. Key Highlights: 1. Serve as a technical consultant for ERP and tax/fiscal processes 2. Identify patterns in support tickets to drive product and UX improvements 3. Manage critical cases and act as the technical focal point during escalations * Serve as a technical consultant for clients on complex ERP, tax, and fiscal process matters * Advise on information architecture, operational workflows, and best practices for system usage * Diagnose systemic and integration issues, proposing structured solutions * Conduct critical incident analyses to identify root causes (not just symptoms) Product Intelligence and Feedback Loop * Identify patterns in support tickets indicating product, UX, or documentation gaps * Collaborate with Product/Tech teams to prioritize improvements based on real customer pain points. Strategic Support Management * Manage critical cases end\-to\-end, coordinating with technical teams when necessary * Establish proactive communication during high-impact incidents * Act as the technical focal point during escalations and for strategic customers. **Technical Requirements** * Solid experience with ERP systems (architecture, modules, integrations) * Experience with enterprise support tools (Zendesk, Intercom, Freshdesk, or similar) * Experience in B2B SaaS or complex product environments * Prior experience in ERP consulting or implementation **Preferred Qualifications:** * Familiarity with relational databases (PostgreSQL, MySQL) * Experience in Customer Success or Technical Account Management * Tax or accounting certifications. Employment Type: Full-time, CLT permanent contract Compensation: R$3\.000,00 \- R$5\.000,00 per month Benefits: * Health insurance * Dental insurance * Fuel allowance * Life insurance * Meal voucher * Transportation voucher Selection Question(s): * Are you available to work 100% on-site in Sumaré/SP? Work Location: On-site