The mission of the person we are seeking for the Senior Support Analyst position is to ensure maximum availability and reliability of Way2's solutions, serving as a technical reference in resolving complex incidents, continuously improving support processes, and promoting the best possible experience for our customers. **On a day-to-day basis, you will:** * Serve as the technical reference for supporting Way2's products, performing advanced diagnostics and detailed analysis of logs, databases, and applications to identify and resolve complex incidents. * Respond to, prioritize, and manage critical tickets, ensuring compliance with established SLAs and overseeing the entire ticket lifecycle using support tools. * Engage with strategic customers, conducting technical analyses, alignment sessions, and guidance on solution usage to ensure an excellent customer experience. * Lead technical investigations and problem resolution, promoting root cause analysis and proposing preventive actions to avoid recurrence. * Collaborate closely with Development, Product, Implementation, and Customer Success teams, providing technical feedback and supporting the definition of solution improvements. * Actively participate in projects, implementations, and strategic initiatives, supporting activities from planning through production stabilization. * Support the definition, monitoring, and evolution of operational metrics, identifying opportunities for continuous improvement in processes, tools, and support workflows. * Share knowledge and contribute to team development through training, documentation, and dissemination of best practices. * Contribute to the evolution of the knowledge base by ensuring documentation of procedures, solutions, and lessons learned. **What matters to us (Requirements):** * Completed or ongoing degree in Computer Science, Information Systems, Computer Engineering, Electrical Engineering, or related fields. * Prior experience in customer relationship and/or customer support. * Knowledge of SLAs, support and operations routines in Help Desk and Service Desk environments. * Basic programming language skills (SQL, Python, etc.) and database knowledge. * Experience in log analysis. * Availability to work Monday through Friday during standard business hours, with flexibility to accommodate occasional after-hours demands. **It would be a plus if you have:** * Experience in the energy sector. * Experience with Jira and Confluence. * Familiarity with Linux operating systems and Power BI. * Proficiency in or willingness to develop Spanish language skills. * Residency in Greater Florianópolis. **Benefits:** * Flexible working hours. * Option for permanent remote work. * Flexible benefit \- Via a Visa-branded credit card, you receive allowances for meals/food and home office (in remote work cases), with a balance that can be used flexibly across categories (Food, Mobility, Home Office, Culture, Health, and Education). * Transportation allowance (no payroll deduction) or free parking (for in-person or hybrid work models). * Health insurance \- No monthly premium and no co-payment. * Dental insurance \- No monthly cost. * Guapeco \- Pet health insurance. * Wellhub. * Sesi Viva+ (telemedicine platform offering consultations with nutritionists and psychologists at reduced rates). * Mental health support (discounted sessions with partner therapists). * Birthday Day Off. * Extended maternity/paternity leave. * Extended maternity and paternity benefits. * Online workplace gymnastics. * A culture that values feedback (monthly and individual). * A culture focused on professional development. * Internal recruitment program. * Employee referral bonus. * Partnership with SESC. * Pharmacy network partnerships (purchases may be deducted from payroll). * Partnership with ACATE (Santa Catarina Association of Technology). Ah! At Way2, we value diversity and inclusion for all individuals; therefore, all our job openings are also open to people with disabilities (PCD) :)
João Silva
Indeed · HR
João Silva
Indeed · HR
