N2 Support Analyst

Description

If you identify with a young, dynamic, and agile company where curiosity and a passion for innovation are core principles—and whose mission is to deliver with a focus on quality and exceeding customer expectations—then Vertem is the place for you! Here, we value collaboration and creativity, constantly seeking innovative solutions to market challenges. Our team consists of passionate and committed professionals who work in an inspiring and stimulating environment. At Vertem, we believe in the power of technology to transform businesses, and we continuously evolve to provide our customers with the best possible solutions. Join this incredible team and make a difference with us!!! **Responsibilities and duties** As an **N2 Support Analyst at Vertem**, you will serve as the advanced technical support point to ensure service **stability** and deliver a **consistent experience** for customers, participants, and internal teams. Your day-to-day activities include **analyzing tickets**, acting with **a sense of urgency**, applying **temporary fixes** when necessary, and conducting investigations all the way to the **root cause**, clearly documenting and communicating findings via **PRB** and **RCA**. Here, N2 is not just about “putting out fires.” You will play an active role in continuous operational improvement: **identifying automation opportunities**, creating and adjusting **technical and business monitoring**, helping reduce recurrence and increase predictability. You will also **document procedures**, structure **knowledge transfer to N1**, and contribute to accelerating team performance consistently—all while respecting established processes, tools, and service-level agreements (SLAs). If you are collaborative, organized, enjoy diagnostics, and have the discipline to deliver within **SLA**, you’ll fit in perfectly. Key activities: * Analyze tickets originating from customers, participants, and internal departments; * Apply temporary fixes for potential errors; * Identify root causes, open PRBs, and prepare RCAs for resolution; * Identify automation opportunities for development; * Document procedures and perform knowledge transfer of automated items to N1; * Create new technical and business monitoring mechanisms; * Perform manual and automated application testing. **Requirements and qualifications** * Completed or ongoing undergraduate degree in IT-related fields; * Backend programming language knowledge (C\# and .NET); * Version control — Git; * .NET framework and its technologies (ASP, C\#, Core); * Frontend programming language knowledge (Node.js and React); * Knowledge of Agile methodologies, ITIL, Azure DevOps; * Familiarity with Graylog, Datadog, InLive, and 24X7; * Technical English; * Experience with T-SQL (SQL Server); * Knowledge of MongoDB and Postman; * Experience in technical support or operations; * Understanding of operating systems, networking, and technical troubleshooting; * Messaging systems (Service Bus); * Microservices; * ELK stack; * API development using Swagger with JWT or OAuth2 authentication; Preferred qualifications include: * AWS; * AZ-900 or AZ-204 certification; * HTML/CSS; * JavaScript; * React.JS; * Angular; * CI/CD; * Practical experience with DevSecOps practices; * Hands-on experience with non-relational databases; **Additional information** **What we offer you:** **To balance work and personal life:** Flex Office – 2 remote workdays and 3 office-based days. Birthday Day Off – Your special day, your way \+ Points in our Marketplace! **To support your health and well-being:** Sul América life insurance. Psychological support — Access to a platform with licensed psychologists. On-site massage — A relaxing moment during your workday. Decompression room — To recharge your energy. Fresh fruit in the office — For a healthy snack during working hours. **To simplify your daily routine:** Meal or food allowance. Transportation allowance. **To support your growth:** QultureRocks — Performance and development management platform. An inspiring and disruptive culture — A dynamic, collaborative, and innovative environment. **To celebrate achievements and special moments:** Internal events and engagement initiatives — Team celebrations and relaxed moments together. Exclusive benefits for special dates — Because every special moment deserves celebration! We are market leaders in engagement. We believe in the transformative power of “engaging” to build authentic, positive connections between brands and people. To achieve this, we fully master the subject. We bring together everything related to loyalty, incentives, and benefits to deliver comprehensive solutions to our clients—developing applications, technologies, and strategies that define new market paradigms. **More diversity, more possibilities** Diversity is essential to our company’s strength. It brings pluralism of perspectives and helps multiply the paths we can pursue in our business. We actively encourage and value differences—including race, color, religion, gender and gender identity, nationality, disability, sexual orientation, ancestry, and age—for all positions.