Senior Support Analyst

Description

**JOB DESCRIPTION** Carbigdata is a technology scale-up specializing in automotive data. We are in a phase of structured growth and seeking a senior professional who not only handles support tickets but also **builds our Support area from scratch together with us**, with product vision, autonomy, and an owner's mindset. If you have experience structuring processes in agile environments and have previously led support initiatives at technology companies, this role is for you. **YOUR RESPONSIBILITIES:** * Structure support processes, workflows, SLAs, and documentation. * Handle and resolve technical tickets (N1/N2), ensuring quality and SLA compliance. * Administer Jira Service Management: queues, automations, dashboards, and metrics. * Perform in-depth technical troubleshooting: databases, REST APIs, integrations, and system logic. * Translate customer requests into clear, actionable requirements for the Product and Development teams. * Build and maintain internal and external knowledge bases. * Monitor support metrics and propose data-driven continuous improvements. **WHAT WE EXPECT FROM YOU:** * Minimum of 4 years in technical support, preferably at B2B SaaS companies. * Proven experience in **structuring support areas or processes**, not just operational execution. * Proficiency in Jira Service Management. * Solid knowledge of SQL, REST APIs, and programming logic. * Demonstrated career stability and consistent delivery. * Analytical, proactive profile with strong results orientation and autonomy. **PREFERRED QUALIFICATIONS** * ITIL v4 or COBIT certifications * Experience in B2B SaaS technology startups **OUR BENEFITS** * Meal/food allowance * Health insurance (SulAmérica) * Dental insurance * Life insurance * Birthday day off * Childcare allowance * Remote work * Wellhub * Educational partnership * Profit-sharing program (PLR) Join the transformation of Brazil's automotive market! **\#JoinCarBigData**