Analista de Suporte Sênior

Accountabilities:

• • Manage and prioritize N1/N2 support requests from opening through resolution, identifying root causes and ensuring incidents are appropriately escalated and tracked.
  • Coordinate root-cause resolution with relevant teams, managing expectations from demand intake through sprint execution and communication to stakeholders.
  • Administer and maintain corporate SaaS platforms and ticketing tools, including queues, workflows, automations, fields, permissions, and configurations.
  • Manage software licenses and tool inventories, including allocation, group assignments, availability tracking, and support for vendor contract renewals.
  • Implement diagnostic tools, scripts, and process automations to reduce resolution times, improve user satisfaction, and increase support efficiency.
  • Apply ITIL principles to incident management, continuously improving support processes and reducing recurring incident volumes.
  • Build and maintain a knowledge base that supports both human teams and AI-enabled support initiatives, while contributing to training and First Call Resolution improvements.
  • Develop and manage AI agents and automation solutions to streamline repetitive support activities and improve operational efficiency.
  • Partner with Engineering, Delivery, IAM, vendors, and other stakeholders to resolve technical issues and coordinate system-related initiatives.
  • Monitor software versions and releases, assess potential impacts, and coordinate testing and implementation of updates.
  • Evaluate and homologate new tools, validate SaaS budgets and costs, and prepare technology-related requests for financial approval.
  • Define and monitor support efficiency and process improvement KPIs, presenting insights and AI-driven improvements to management.
  • Support ISO 27001 audits and provide the required information and documentation related to corporate systems and support processes.

  Requirements

  • 2+ years of experience providing N1/N2 support for corporate systems, ideally within CRM, ERP, or other enterprise environments.
  • Hands-on experience administering Jira Software and other service management or ticketing platforms.
  • Practical knowledge of ITIL methodologies and incident management, with demonstrated experience improving processes and reducing incident volumes.
  • Experience developing scripts and automations to eliminate repetitive tasks and optimize operational workflows.
  • Experience creating and managing knowledge bases, particularly for use with AI-enabled support or automation solutions.
  • Experience managing software licenses, inventories, vendors, and contract renewal cycles.
  • Knowledge of Google Workspace administration and experience with Google Apps Script.
  • Experience with AI agents, advanced automation, or AI-enabled operational workflows.
  • Strong troubleshooting, analytical, and root-cause problem-solving skills, with a focus on resolving underlying issues rather than treating symptoms.
  • Excellent communication skills and the ability to explain complex technical issues clearly to users with different levels of technical knowledge.
  • Strong customer and user orientation, with the ability to understand needs, provide tailored solutions, and deliver a high-quality support experience.
  • Intermediate English proficiency for system documentation, vendor communication, and related activities.
  • Knowledge of financial processes or SaaS FinOps is a plus.
  • Familiarity with ERP platforms such as Protheus or SAP, CRM platforms such as Salesforce, Google Workspace Admin/GCP, or tools such as Movidesk and Zendesk is desirable.
  • Ability to work collaboratively with technical and business teams while taking ownership of tasks and continuously looking for ways to improve support operations.

  Benefits

  • Fully remote work model with flexible working hours.
  • Comprehensive healthcare benefits, including health and dental insurance without copay for the employee, with dependent coverage options.
  • Life insurance, telemedicine, and access to medical specialties.
  • Wellness benefits including a birthday day off, Gympass, sports and nutrition coaching, and telepsychology support for employees and dependents.
  • Extended maternity and paternity leave, pregnancy support, and childcare assistance.
  • Remote-work support, including a home-office equipment allowance and monthly home-office assistance.
  • Meal/food allowance or flexible benefits through Alelo Tudo.
  • Option to allocate part of the monthly home-office benefit toward private retirement savings.
  • Access to coworking spaces across Brazil.
  • Internal mobility opportunities and access to a learning hub for professional development and career growth.
  • Participation in company results.
  • International collaboration and opportunities to work with colleagues across different countries.
  • Collaborative, informal, and inclusive environment centered on knowledge sharing, autonomy, transparency, and continuous learning.
  • A culture that values diversity, individuality, innovation, and respect.