Global Support Analyst Junior

Description

**\*Please, submitting your CV in English will be a plus!\*\*** As **Global Support Engineer**, you will have the opportunity to be part of the transformation into a company in hypergrowth, besides being able to know other international cultures. Want to be part of this transformation? So this position is for you! **Responsibilities:** * Troubleshoot issues and bugs related to the core PAM/IAM functionality and its integrations * Maintain high responsiveness on support tickets and meet SLA expectations * Collaborate with cross\-functional teams while providing accurate updates and guidance to customers * Escalate advanced or high\-impact issues to the right internal teams with proper context * Document each support case clearly and contribute actively to the team's knowledge repositories * Analyze recurring incidents to recommend improvements in documentation, automation, or platform features * Help enterprise and strategic customers through issue ownership and end\-to\-end follow\-up * Stay informed about product updates and feature releases to better advise customers **Requirements:** * Bachelor’s degree (or equivalent experience) in Computer Science, IT, Engineering, or related fields * Minimum 2 years of professional experience in technical support, infrastructure, or help desk roles * Fluent English (written and spoken) – required for daily client interactions and internal work documentation * Foundational understanding of Linux, Windows, TCP/IP networks, DNS, VPNs, and virtualization * Demonstrated troubleshooting abilities including reading logs, analyzing configs, and debugging system errors * Strong communication and problem\-solving skills with accountability for support outcomes **Nice to Have:** * Knowledge of PAM/IAM solutions (CyberArk, BeyondTrust, Delinea, etc.) * Familiarity with access control concepts such as LDAP, AD, MFA, credential vaulting * Some exposure to RESTful APIs, command\-line scripting, or containerized environments * IT certifications in support, infrastructure, or cybersecurity (CompTIA, ITIL, etc.) **Benefits:** * Hiring Model: “CLT” * Health Plan (No co\-participation) \- Sulamérica; * Dental Assistance (No co\-participation) \- Sulamérica; * Meal vouchers (R$ 1\.210,00/month) \- CAJU; * Home office allowance (R$100\.00/month); * Wellhub; * Birthday Day Off; * English classes; * Access to ALURA (technical and personal/professional development courses) * Equipment needed to carry out the activities. * Fully remote position.