This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Suporte Pleno based in Brazil.
We are looking for a Pleno Support Analyst to provide in-depth technical assistance to clients with medium-complexity needs, ensuring efficient issue resolution and a consistently positive customer experience. In this role, you will investigate technical demands, perform detailed troubleshooting, and deliver reliable solutions while respecting service-level agreements (SLAs), contractual requirements, and applicable regulations. You will act as a technical reference for the support team, helping colleagues develop their skills and promoting knowledge sharing. The position also involves identifying recurring issues, contributing to improvements in internal processes, and strengthening the quality of support materials and knowledge resources. This is an opportunity to work in a collaborative, technology-driven environment where continuous learning and operational excellence contribute to services with a meaningful impact across Brazil. The position is fully remote.
Accountabilities
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Handle and resolve medium-complexity support requests from clients with robust contracts and customizations, conducting detailed diagnostics and applying technical solutions in line with SLAs.
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Analyze incoming requests thoroughly, serving as a technical filter to improve first-contact resolution and prevent unnecessary escalations.
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Use internal tools and knowledge bases to validate solutions and simulate scenarios, ensuring accurate and well-supported responses aligned with legislation and contractual processes.
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Escalate more complex cases to N2 and N3 support levels, providing detailed preliminary diagnostics, technical context, and clear documentation.
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Contribute to the continuous improvement of support materials, tutorials, operational workflows, and knowledge base articles.
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Monitor ticket SLAs and deadlines, identify potential risks, and take action to maintain service performance indicators.
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Support junior and less experienced team members by sharing technical knowledge, guidance, and best practices.
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Identify recurring errors, systemic failures, and opportunities for improvement, communicating findings to product or management teams.
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Manage multiple requests with strong organization and prioritization, maintaining professional communication and accurate records of all interactions.
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Higher education completed or in progress in Information Technology, Information Systems, Computer Networks, Systems Analysis and Development, or a related field.
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Approximately 2 years of experience as a Support Analyst or in a similar IT support role is desirable.
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Practical knowledge of network troubleshooting, including LAN/WAN, VPN, and firewall concepts.
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Familiarity with customer support tools, ticket management platforms, and system monitoring solutions.
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Knowledge of Windows and Linux operating systems.
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Proficiency with Google Workspace tools, including Docs, Sheets, and Slides, as well as Microsoft Office applications such as Word, Excel, and PowerPoint.
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Strong analytical and troubleshooting skills, with the ability to investigate issues and identify appropriate solutions.
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Excellent organization, prioritization, communication, and collaboration skills, particularly when handling multiple requests simultaneously.
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Nice to have: IT certifications such as Microsoft Certified or ITIL Foundation.
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Nice to have: Knowledge of TCP/IP protocols, network topologies, and basic cloud and on-premise infrastructure concepts.
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Nice to have: Familiarity with information security principles and best practices.
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Meal allowance.
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Equipment provided for work.
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Home office allowance.
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Health insurance.
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Optional dental insurance.
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Life insurance.
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Gympass access.
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Access to exclusive partner discounts and benefits.
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Employee referral rewards.
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Birthday day off.
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Educational assistance through the Galena platform.