[Support] Senior Technical Support Analyst - Protheus

Description

Job Summary: Provide technical support to customers, resolving medium-to-high complexity queries about the Protheus system with empathy and proactivity. Key Highlights: 1. Technical support focused on customer satisfaction 2. Customer service via multiple channels 3. Focus on continuous improvement and knowledge updating **[Support] Senior Technical Support Analyst - Protheus** ============================================================ TOTVS | São Paulo - SP | Hybrid Job Description Provide technical support to our customers by delivering solutions with empathy and proactivity, ensuring customer satisfaction with TOTVS products and services. Responsibilities and Duties * Support customers through TOTVS channels, clarifying their medium-to-high complexity questions regarding the system, recording suggestions and incidents; * Provide support via ticketing channels according to defined processes and aligned with established service targets; * Record customer requests in the system, including all necessary evidence (opened tickets) and detailed information required by all impacted parties; * Triage tickets opened by customers and reclassify or categorize them as needed, based on ticket type or service status; * Provide updates on ongoing requests upon customer request, via support channels (phone, email, system); * Escalate requests or incidents to the next level when no resolution is achieved after exhausting all possible solutions within the timeframe defined by the team’s coordination; * Contribute both to achieving individual performance indicators (productivity, customer satisfaction surveys, etc.) and to departmental goals and results; * Alert coordination and act promptly on potential risks or crises affecting customers; * Maintain updated FAQs/knowledge base with documented solutions provided to customers; * Support continuous improvement initiatives by identifying new solutions, detecting problems, and highlighting relevant issues. Requirements and Qualifications **Academic Background:** * Bachelor’s degree completed in Information Systems or related fields. **Technical Knowledge:** * Solid Protheus expertise in HR modules (GPE, PON, Meu RH, Integrations, eSocial, MDT, and other related products), with proficiency in module configurations and parameterization. * Knowledge of legislation and its application within ERP systems. * Familiarity with database concepts (SQL), table structures, inter-module relationships, and ADVPL/MVC. * Experience with customer support and ticket management tools (e.g., Jira/Zendesk). Desirable Qualifications * Experience supporting Prime-tier customers or environments with high demand and criticality. * Knowledge of SmartView. * Familiarity with debugging and source code analysis in Protheus. * TOTVS certifications will be considered a differentiating factor. Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University: a corporate university offering free content and certifications for all employees; * +Saudáveis Program: comprehensive wellness program supporting employees’ physical, mental, and financial well-being; * +Vantagens Program: Latin America’s largest discount network, exclusively for TOTVS employees; * +Cuidado Program: personalized support program for employees and their families, offering guidance across specialties such as psychology, social work, pet consulting, etc.; * Einstein Conecta: free online medical consultation service provided by physicians from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services near selected metro stations; * Extended maternity and paternity leave; * Lactation room; * Bicycle parking; * Changing rooms; * Life insurance; * Childcare allowance; * Private pension plan; * Creative and productive office environment featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology leader, we are a community of nonconformists driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge — people empowering people. We pursue sustainable growth, leveraging data and AI to deliver smarter, more efficient outcomes for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS