4d ago

Analista de Suporte Técnico

BrazilRemoteFull-timemid

Other

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Quick Summary

Requirements Summary

Currently pursuing a degree in Information Technology or a related field, preferably from the fourth semester onward, or holding a completed degree. Intermediate knowledge of SQL, Postman, JSON,

Technical Tools

Other

In this role, you will be the first point of contact for customers, delivering efficient, high-quality technical support and helping ensure a seamless user experience. You will investigate and resolve low- to medium-complexity incidents, using structured troubleshooting procedures and analytical tools to identify root causes. Working closely with customers and internal technical teams, you will manage support requests, maintain clear communication, and ensure issues are escalated appropriately. You will also contribute to service quality by validating system behavior across environments and adhering to contractual service-level commitments. This is an opportunity to grow your technical expertise in a collaborative, innovation-driven environment focused on digital solutions for public-sector legal operations. Candidates must be based in Belo Horizonte or its metropolitan area, or São Paulo or its metropolitan area, and be available to travel.

Manage support requests throughout their lifecycle, from ticket registration and classification to resolution, ensuring compliance with service-level agreements (SLAs) and service-level objectives (SLOs).
Investigate, analyze, and resolve incidents and user questions by reviewing workflows, tracing request histories, and identifying root causes.
Distinguish between business-rule issues, user questions, and basic integration failures to ensure accurate diagnosis and appropriate handling.
Escalate complex incidents to higher support levels while keeping customers informed about progress and next steps.
Validate system behavior and deliveries across production (PRD) and homologation/testing (HML) environments to support quality assurance.
Use SQL to investigate issues and analyze relevant data, applying technical tools and structured troubleshooting procedures.
Maintain clear, empathetic, and proactive communication with customers throughout the ticket lifecycle, including during escalations.
Produce accurate, well-structured technical documentation and support records, following high standards of written Portuguese.

Requirements

~1 min read

Currently pursuing a degree in Information Technology or a related field, preferably from the fourth semester onward, or holding a completed degree.
Intermediate knowledge of SQL, Postman, JSON, and basic BPMN.
Intermediate Excel proficiency, including lookup functions, basic formulas, and spreadsheet organization.
Ability to learn and work with customer support platforms such as Zendesk.
Excellent written and verbal communication skills, with an emphasis on clarity, empathy, and professional Portuguese.
Strong learning agility and commitment to continuous professional development.
Customer-focused mindset, with the ability to understand the user's perspective and prioritize a positive support experience.
Collaborative attitude, including the ability to offer and request help and communicate effectively with different teams.
Proactivity, organization, and a strong sense of responsibility.
Commitment to ethical conduct, honesty, respect, quality, and careful delivery.
Availability to travel and residence in Belo Horizonte or its metropolitan area, or São Paulo or its metropolitan area.

Nice to Have

~1 min read

Previous experience in customer service, technical support, help desk, or customer relationship management.
Advanced SQL knowledge and the ability to interpret data structures during incident investigations.
Basic knowledge of administrative law, social security law, or procedures involving court-ordered payments and government debt claims.