Support Analyst - N2

Description

We are looking for a Support Analyst N2 to provide operational support for the Lyceum platform—a robust solution designed for educational management. The candidate will be responsible for analyzing, investigating, and resolving medium- and high-complexity incidents, directly contributing to the continuity of operations for educational institutions nationwide. This position is ideal for professionals with an analytical mindset, interest in technology, and a strong focus on customer experience. You will work alongside multidisciplinary teams, participating in the continuous evolution of support processes and contributing to improved service quality. For over 30 years, we have developed solutions that help leading public and private organizations in Brazil achieve their goals by enhancing management performance. We have a team of specialists in education, human resources management, healthcare, and technology to ensure your business’s digital transformation. **If you are interested in working with cutting-edge technologies at a company that values:** **A digital and relaxed work environment** *Multicultural, diverse team full of opportunities* **Work autonomy** *We recognize your talent—enjoy the freedom to propose solutions* **Professional development** *We value your dedication and want you to grow with us* **Making a difference** *Grow with us and change the lives of millions of people* ***We are seeking a Support Analyst \- N2*** **Responsibilities and duties** **Responsibilities and duties** ----------------------------------- * Provide Level 2 technical support to Lyceum platform users. * Analyze, investigate, and resolve incidents related to academic, administrative, and system integration modules. * Diagnose issues by analyzing scenarios, evidence, application logs, and data. * Identify root causes of incidents and propose definitive solutions to prevent recurrence. * Support customers in using the platform by clarifying technical questions and advising on best practices. * Collaborate with Development, Product, Implementation, and Infrastructure teams to resolve complex requests. * Monitor critical incidents, ensuring appropriate communication, service quality, and SLA compliance. * Create and update technical documentation, knowledge base articles, and operational procedures. * Support analyses related to platform updates, patches, and new versions. * Contribute to continuous improvement initiatives for support processes and operations. **Requirements and qualifications** **We expect you to have:** * Bachelor’s degree completed in Information Technology, Information Systems, Computer Engineering, Systems Analysis and Development, or related fields. * Experience in corporate system technical support, application maintenance, or specialized customer support. * Hands-on experience in incident analysis and resolution, root cause investigation, and problem solving. * Knowledge of ERP systems, integrated systems, and business processes. * Familiarity with relational databases and SQL queries. * Experience reading and interpreting application logs. * Experience with ticketing and customer support tools. * Ability to document analyses, technical procedures, and solutions. * Strong verbal and written communication skills for interacting with customers and internal teams. * Organizational skills, autonomy, and ability to prioritize tasks. **It would be a plus if you have** * Experience with ERP platforms or educational management systems. * Understanding of academic and administrative processes in educational institutions. * Experience with API-based integrations and inter-system communication. * Experience with SaaS products, web applications, and cloud environments. * Knowledge of SQL Server, Oracle, or PostgreSQL. * Familiarity with Windows and Linux environments. * Experience with tools such as Zendesk, Jira Service Management, ServiceNow, Jira, or Confluence. * Experience with agile methodologies such as Scrum and Kanban. * Certifications in ITIL, Cloud, Databases, Agile Methodologies, or related areas. * Knowledge in Data Analytics, Power BI, Tableau, Python, or automation. **Additionally, we consider the following competencies important** We seek someone who enjoys investigating problems, takes ownership of deliverables, and can collaborate effectively in dynamic environments. The ability to balance quality, agility, and customer focus will be essential to succeed in this role. **Expected competencies:** * Analytical and investigative mindset. * Problem-solving orientation. * Customer experience focus. * Clear and concise communication. * Organization and priority management. * Proactivity and teamwork. * Adaptability and continuous learning. * Resilience in critical situations. * Technical curiosity. * Critical thinking. * Autonomy. * Sense of urgency. * Consultative attitude. **Additional information** * Employment type: Remote CLT * **Benefits that make a difference:** Ongoing training to keep you ahead Meal/food allowance (VA/VR) for daily comfort Comprehensive health insurance for your well-being Birthday Day Off—because celebrating matters Wellhub \- Gympass for physical and mental wellness Pluxe\-Cuida, offering psychological, financial, and legal support SESC for leisure, culture, and well-being Extended paternity leave to spend more time with your family **ABOUT TECHNE** Techne is a technology company that simplifies people’s lives every day. We operate across three main business lines, each targeting a specific market segment: **Agile Development (Cronapp):** A platform accelerating the development lifecycle—from ideation to deployment—enabling up to 70% time savings when building complex systems. **Educational Management (Lyceum):** Comprehensive digital solutions and services for academic, administrative, and financial management of educational institutions, unifying all processes—from student recruitment to graduation—in a single system. **Human Resources and Payroll Management for the Public Sector (Ergon):** A human resources and payroll management system specifically designed for the public sector. It processes R$130 billion annually in personnel expenses. We are passionate about innovation and foster collaboration across teams to work more synergistically. Our commitment is to deliver value to our clients and create experiences that make daily routines simpler and smoother through our solutions and services. **Explore our job openings and simplify life with us.**