Senior Support Analyst

Description

**Be yourself, be your best!** We combine our global expertise in key industries and the latest technologies to help fast-growing and established companies transform and accelerate their business models, develop innovative digital solutions, scale technological capabilities, and sustain their growth. **Get to know our Consulting and Support area!** Join our Support and Consulting area at e-Core! If you are passionate about technology, challenges, and problem-solving, this is the ideal area for you. Here, you will work with global teams and end users, helping them maximize the use of innovative technology solutions. Join us to grow in a collaborative and multicultural environment where continuous learning and teamwork are valued. **Join our team!** **What you’ll do in this role:** * Handle medium- and high-complexity technical requests, conducting investigations independently. * Perform comprehensive troubleshooting, analyzing multiple layers of the environment (application, integrations, systems, network, and data). * Investigate issues related to integrations, APIs, and communication flows between systems. * Analyze logs, identify root causes, and document technical scenarios for resolution or escalation. * Collaborate with Engineering, Product, and other technical teams to solve complex problems. * Manage tickets from initiation to closure, ensuring consistent follow-up, communication, and updates with the customer. * Support customers in using the solution, translating technical topics into clear and accessible explanations. * Identify opportunities to improve processes, documentation, and customer experience. * Use support data and metrics to track outcomes and propose continuous improvements. * Diagnose issues across multiple platforms (web, Windows/macOS desktop, iOS/Android mobile), including scenarios requiring browser-based debugging (Console, Network) and application log analysis. * Apply the audio troubleshooting tree (device and OS permissions, microphone assignment in the browser, hardware defaults, environmental factors) beyond the most common scenarios. * Write customer responses with precision and care, as the usage context is sensitive and users notice vague, robotic, or evasive language. * Produce structured escalations to the Support Specialist when cases require additional technical depth, including what has already been investigated and hypotheses raised. * Flag and help characterize recurring patterns — for example, multiple users reporting the same issue within the same week — to the Support Specialist or Team Lead. * Actively participate in Knowledge-Centered Service (KCS) practices: search before solving, link articles to cases, flag incomplete or outdated articles, and contribute new articles based on resolved cases. * Maintain an organized personal backlog, prioritizing cases by urgency and complexity and adhering to defined response SLAs. * Actively use AI tools daily — to draft responses, summarize complex cases, and research unknown issues. **This position is right for you if you:** * Have 5+ years of experience in technical or product support, with solid hands-on experience supporting end users on web, desktop, and/or mobile platforms. * Can independently conduct medium- and high-complexity technical investigations without relying on playbooks for every scenario. * Easily navigate across different technical layers (application, integrations, systems, network, and data) when investigating an issue. * Have operational-level experience with Intercom or a similar support platform. * Are familiar with browser DevTools (Console, Network) for technical investigation and evidence collection. * Have experience with multi-OS troubleshooting (microphone permissions on Windows, macOS, iOS, and Android) beyond basic scenarios. * Can interpret application logs to identify root causes and clearly document technical scenarios. * Feel confident interacting directly with Engineering and Product teams to resolve complex problems. * Know how to use support data and metrics to track your own performance and propose improvements. * Actively and routinely use AI tools (Claude, ChatGPT, or similar) for research, writing, and improving your own workflow. * Have excellent English communication skills (advanced proficiency: written and verbal) and a structured, methodical approach to troubleshooting. * Possess well-developed soft skills to interact effectively with users and communicate articulately, patiently, and respectfully — even under pressure. * Have sound judgment to decide when to continue investigating versus when to escalate, with confidence to stand by either decision. * Are flexible enough to work on an on-call rotation, including some weekend and overnight coverage aligned with the needs of a global support operation. **It would be great if you also have:** * Experience working directly with healthcare professionals, clinicians, or users in regulated industries. * Awareness of data privacy concepts such as HIPAA and GDPR. * Prior experience supporting voice, audio, or transcription products (AI scribes, voice-note apps, audio recording software). * Familiarity with observability and analytics platforms such as Datadog and Splunk. **Where you’ll be based:** * Remote — Brazil **Benefits of being an e-Corean!** We offer a flexible benefits package: with e-Core BeneFlex, our e-Coreans can build a personalized benefits package aligned with their profile and needs. Financial Benefits Meal and/or food allowance. Multi-benefit card. Profit Sharing Program (PLR). Private Pension Plan. ✅ Health & Well-being Health, dental, and life insurance. Pet health insurance. Wellhub partnership to maintain an active routine. ️ Flexibility & Quality of Life 15 days of vacation every 6 months. Monthly remote work allowance. Development Education and childcare allowances. Educational partnerships And other benefits to make your e-Core experience more enriching. At e-Core, we recruit intentionally to reflect our culture, valuing diversity in all its forms. We believe gender, age, ethnicity, race, religion, sexual orientation, and other identity markers are assets that enrich our team — with no barriers for brilliant talent to shine. Our commitment is to Equal Opportunity, encouraging each person to be themselves and grow professionally and personally.\#BeYourself \#BeYourBest **Privacy** By submitting an application, I acknowledge that I have read and understood e-Core’s Privacy Policy. Privacy Policy (EN) / Política de Privacidade (PT-BR) Everything we do aims to connect people and technology to build a better future — together!