Support Analyst

Description

Job Summary: Responsible for providing Level 2 technical support to internal users, ensuring efficient problem resolution and contributing to the continuous improvement of systems. Key Highlights: 1. Responsible for Level 2 technical support to internal users. 2. Identify and document bugs, collaborating with development teams. 3. Collaborate in creating knowledge bases and optimizing self-service. **ALLU,** --------- THE LARGEST ELECTRONICS SUBSCRIPTION COMPANY IN LATIN AMERICA allu is a fast-growing technology startup built on a simple idea: transforming how people consume electronics. Through our subscription model, we make access to technology simpler, more flexible, and more affordable for thousands of customers across Brazil. We operate with genuine autonomy. Here, people make decisions, take ownership of what they build, and are accountable for outcomes. The pace is fast, priorities shift, and those who thrive act without waiting for everything to be perfect. Our mission is to impact 1 billion people with subscription-based solutions, building a scalable and increasingly sophisticated business. To accelerate this growth, we launched allu.Invest — our dedicated investment arm. Through it, we connect investors directly to funding the expansion of our operations. In practice, this means allu’s growth is driven from within, supported by our own infrastructure designed to accelerate progress. Joining allu means becoming part of a business that grows authentically — with room for those eager to build alongside us. The pace is demanding. For those who fit this profile, that’s exactly what makes it great. \#VemSerAllu **YOUR TYPICAL DAY:** * Provide Level 2 technical support to internal users, ensuring efficient problem resolution. * Identify, document, and evidence potential bugs and system inconsistencies, actively collaborating with development teams for resolution. * Document support tickets, provide clear and effective feedback to users and customers, and submit weekly support reports while monitoring SLA compliance and continuously improving performance metrics. * Collaborate in creating and updating knowledge bases and FAQs to optimize self-service and Level 1 support; participate in process and system improvement initiatives, contributing the user support perspective; stay up-to-date on company-used technologies and tools. * The professional will also be responsible for understanding internal systems and training users to assist them with related questions. #### **WHAT WE’RE LOOKING FOR:** For this role, proven experience in technical support functions — preferably at Level 2 — is essential. Solid, demonstrable SQL knowledge for querying and data manipulation is required, with specific experience in MySQL and PostgreSQL databases. Familiarity with multiple operating systems (Windows, macOS, Linux) is mandatory, as is experience with project and ticket management tools such as Jira and Notion. Candidates must demonstrate excellent written and verbal interpersonal communication skills, proactivity, organization, and the ability to manage multiple tasks simultaneously — with a strong focus on problem resolution and user satisfaction. * Proven experience in technical support roles, preferably Level 2; * Solid SQL knowledge for querying and data manipulation; * Experience with MySQL and PostgreSQL databases; * Familiarity with various operating systems, including Windows, macOS, and Linux; * Experience with project and ticket management tools such as Jira and Notion; * Excellent written and verbal interpersonal communication skills; * Proactivity, organization, and ability to manage multiple tasks simultaneously; * Focus on problem resolution and user satisfaction. **❤️ CARE FOR THOSE WHO MAKE THINGS HAPPEN:** * Flash Benefits of R$1\.540,00/mouth for groceries, restaurants, or food delivery — fixed amount regardless of holidays or month length. * Birthday Day Off to celebrate your special day. * Wellhub \| Gympass offering countless options including gyms, personal training, and wellness apps starting at R$35,90\. * DuoGourmet \| Special discount on Duo. * Exclusive allu.ranger discount on electronics subscriptions. * Opportunity to become an investor in allu.invest under preferential terms! * Partnership Plan: possibility of becoming an allu shareholder. * Health and dental insurance — allu covers 50% of the monthly premium, with no co-payment, extendable to spouses and children.