**About the Position** We are looking for an N2 Support Analyst to work on resolving medium and high-complexity technical incidents, ensuring operational continuity and service quality. This person will be responsible for supporting Level 1, conducting in-depth analyses, and interacting with technical areas for the definitive resolution of problems. **Responsibilities and attributes** * + Act on the resolution of incidents escalated by N1, with in-depth technical analysis. + Perform detailed diagnosis and root cause identification of problems. + Apply corrective solutions and propose structural improvements to prevent recurrence. + Ensure compliance with SLAs for tickets under their responsibility. + Technically support N1, reducing unnecessary escalations. + Interact with internal areas (IT, product, development) and suppliers. + Perform escalation to N3 when necessary, with complete and processed information. + Document procedures, solutions, and updates in the knowledge base. + Act on the analysis of recurring incidents and propose continuous improvement actions. + Contribute to the evolution of service processes and service quality. **Requirements and qualifications** * Solid experience with N2 technical support service or previous experience as N1 with technical evolution. * Advanced experience with ticket management tools (e.g., Movidesk or similar). * Mastery of the complete incident cycle: analysis, diagnosis, handling, and resolution. * Ability to work with technical troubleshooting and root cause investigation. * Experience in prioritizing critical incidents, ensuring SLA compliance and business impact. * Good communication for interaction with technical and non-technical areas (business, customers, and suppliers). * Experience with technical documentation and structured recording of solutions. * Intermediate/advanced knowledge in indicator analysis (SLA, TMA, backlog, reopening). * Ability to work with a high volume of demands with greater complexity and criticality. * Experience in supporting and guiding Level 1 (mentoring and technical support). * Experience in escalation to N3 or specialized teams, with submission of complete diagnosis. * Availability to work in 12x36 operational shift **Differentiators** * Experience with service on digital platforms or applications * Knowledge in logistics operations, transportation, or TMS. * Experience with log analysis, integrations, APIs, or databases. * Experience with monitoring and observability tools. * Work on the analysis of structural problems and systemic improvements. * Experience with dashboards and monitoring of operational KPIs. What we offer: ️ Food Voucher R$ 31.00 per day Transport Voucher; Health Plan with national coverage; Dental Plan; Gympass; Zeenclub; Life insurance; CLT hiring; **️** **Working hours: 12x36\- from 07h to 19h** Work model Home office.
João Silva
Indeed · HR
João Silva
Indeed · HR
