Application Support Engineer II (TCF)- Bilingual

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Job Description

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are

As an Applications Support Engineer you will provide technical support for corporate applications, resolve incidents, execute planned changes, and help continuously improve service stability and performance. You will be part of the Product Support team, collaborating with multidisciplinary teams across infrastructure, development, operations, and internal business areas to ensure reliable systems and a strong support experience.

• →Investigate, troubleshoot, and resolve medium- to high-complexity incidents related to corporate applications and supporting environments.
• →Provide Level 2 technical support, analyzing logs, performing diagnostics, and identifying root causes of application and system issues.
• →Execute maintenance activities, planned changes, and change requests, including CRQs, in alignment with established procedures.
• →Partner with infrastructure, development, operations, and internal teams to support system stability and incident resolution.
• →Participate in root cause analysis discussions and support preventive action planning with business and technical stakeholders.
• →Monitor and support compliance with agreed SLAs for business areas.
• →Contribute to process improvement initiatives that strengthen operational efficiency and service quality.
• →Create, update, and maintain technical documentation, support procedures, and knowledge articles.
• →Communicate clearly with stakeholders regarding issue status, impact, next steps, and resolution outcomes.
• →Complete all assigned, mandatory training within the timeframe provided.

• →Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.

• 3+ years of experience in system support, application support, or IT operations.
• Degree in Information Technology, Computer Science, or a related field.
• Knowledge of corporate platforms and database integrations.
• Experience working with ITSM tools, such as SolvNow or ServiceNow.
• Ability to analyze logs, perform technical diagnostics, and communicate technical information clearly.
• Familiarity with scripting and technical tools, including PowerShell and SQL.
• Experience supporting Windows Server environments.
• Fluency in Portuguese and English.
• ITIL Foundation certification is a plus.
• Strong collaboration skills with the ability to work across multidisciplinary teams.
• Continuous improvement mindset with a focus on service stability, documentation, and operational excellence.

Join us and be part of this journey towards greater opportunities and brighter futures.

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