BEES

Role Description Please note that this position is remote and assigned to the third shift. What you will do: - Own the end-to-end resolution of production incidents and service requests for live digital applications and products; participate in and contribute to root cause analysis for recurring issues. - Triage and troubleshoot application, data, and integration issues; document evidence (logs, traces, queries, API behavior) to support diagnosis and handoff to specialists when needed. - Participate in war rooms for critical incidents, helping drive resolution and communicating clearly with stakeholders throughout the event. - Monitor incident and request queues, prioritize work, and act proactively to meet SLAs and reduce customer impact. - Follow and improve IT service management processes and procedures aligned with ITIL (Incident, Problem, Change, and Knowledge Management). - Maintain and evolve SOPs, runbooks, and knowledge base content in Confluence after incident resolution and reviews. - Analyze incident trends and current tooling/processes to identify improvements that reduce recurrence and improve reliability of the application layer. - Mentor junior analysts on diagnosis, tooling, documentation, and best practices. - Prepare and present operational reports and metrics to leadership where required. - Support onboarding and training of new team members; collaborate daily with engineering QA, product, and project stakeholders. Qualifications - University degree in courses related to computing such as Computer Engineering, Computer Science, Information Systems, or Systems Analysis and Development (or equivalent professional experience in application support). - Solid experience in production application support or technical operations for software/digital products at scale. - Strong problem-solving, critical thinking, systems thinking, and learning agility (comfort adopting new product areas, data sources, and tools). - Knowledge of SQL and of relational and non-relational (NoSQL) databases for investigation and validation, including hands-on use where needed (e.g. MongoDB and/or Cosmos DB). - Familiarity with mobile app testing on Android and iOS — using local simulators/emulators and/or cloud device and browser testing platforms (e.g. LambdaTest, BrowserStack) — to reproduce and validate user-impacting issues. - APIs and practical use of tools such as Postman for reproduction and troubleshooting. - Understanding of cloud computing concepts (Azure and/or AWS), microservices, messaging/MQ concepts, and observability (e.g. APM, distributed tracing); hands-on experience with New Relic is a strong plus. - Experience with Jira (e.g. JSM, Software, service desk workflows) and Confluence for ticketing, documentation, and knowledge management. - Programming logic and ability to run or adapt Python scripts (e.g. in VS Code) for diagnostics or light automation; broader programming experience is a plus. - Familiarity with Databricks (or similar) for data analysis in support investigations is a plus. - Confident use of AI assistants (e.g. ChatGPT, Copilot, Cursor) for research, drafting, and analysis—with sound judgment and verification. - Advanced communication skills in English (written and spoken). - Experience with Agile projects or delivery environments. Requirements - Ability to work under pressure and manage multiple priorities during incidents and peak volume. - Strong analytical and problem-solving skills applied to business rules, data flows, and user-impacting defects. - Excellent communication and interpersonal skills with both technical and non-technical audiences. - Ability to work in a team-oriented, collaborative environment aligned with development and product teams. - High level of self-motivation and willingness to make a measurable difference in stability and customer experience. - Autonomy, accountability, and a strong desire to learn continuously. Benefits - Performance-based bonus* - Attendance Bonus* - Private pension plan - Meal Allowance - Casual office and dress code - Days off* - Health, dental, and life insurance - Medicines discounts - Gympass partnership - Childcare subsidies - Discounts on Ambev products* - Clube Ben partnership - Scholarship* - School materials assurance - Language and training platforms - Transport allowance *Rules applied

Role Description Please note that this position is remote and assigned to the third shift. What you will do: - Own the end-to-end resolution of production incidents and service requests for live digital applications and products; participate in and contribute to root cause analysis for recurring issues. - Triage and troubleshoot application, data, and integration issues; document evidence (logs, traces, queries, API behavior) to support diagnosis and handoff to specialists when needed. - Participate in war rooms for critical incidents, helping drive resolution and communicating clearly with stakeholders throughout the event. - Monitor incident and request queues, prioritize work, and act proactively to meet SLAs and reduce customer impact. - Follow and improve IT service management processes and procedures aligned with ITIL (Incident, Problem, Change, and Knowledge Management). - Maintain and evolve SOPs, runbooks, and knowledge base content in Confluence after incident resolution and reviews. - Analyze incident trends and current tooling/processes to identify improvements that reduce recurrence and improve reliability of the application layer. - Mentor junior analysts on diagnosis, tooling, documentation, and best practices. - Prepare and present operational reports and metrics to leadership where required. - Support onboarding and training of new team members; collaborate daily with engineering QA, product, and project stakeholders. Qualifications - University degree in courses related to computing such as Computer Engineering, Computer Science, Information Systems, or Systems Analysis and Development (or equivalent professional experience in application support). - Solid experience in production application support or technical operations for software/digital products at scale. - Strong problem-solving, critical thinking, systems thinking, and learning agility (comfort adopting new product areas, data sources, and tools). - Knowledge of SQL and of relational and non-relational (NoSQL) databases for investigation and validation, including hands-on use where needed (e.g. MongoDB and/or Cosmos DB). - Familiarity with mobile app testing on Android and iOS — using local simulators/emulators and/or cloud device and browser testing platforms (e.g. LambdaTest, BrowserStack) — to reproduce and validate user-impacting issues. - APIs and practical use of tools such as Postman for reproduction and troubleshooting. - Understanding of cloud computing concepts (Azure and/or AWS), microservices, messaging/MQ concepts, and observability (e.g. APM, distributed tracing); hands-on experience with New Relic is a strong plus. - Experience with Jira (e.g. JSM, Software, service desk workflows) and Confluence for ticketing, documentation, and knowledge management. - Programming logic and ability to run or adapt Python scripts (e.g. in VS Code) for diagnostics or light automation; broader programming experience is a plus. - Familiarity with Databricks (or similar) for data analysis in support investigations is a plus. - Confident use of AI assistants (e.g. ChatGPT, Copilot, Cursor) for research, drafting, and analysis—with sound judgment and verification. - Advanced communication skills in English (written and spoken). - Experience with Agile projects or delivery environments. Requirements - Ability to work under pressure and manage multiple priorities during incidents and peak volume. - Strong analytical and problem-solving skills applied to business rules, data flows, and user-impacting defects. - Excellent communication and interpersonal skills with both technical and non-technical audiences. - Ability to work in a team-oriented, collaborative environment aligned with development and product teams. - High level of self-motivation and willingness to make a measurable difference in stability and customer experience. - Autonomy, accountability, and a strong desire to learn continuously. Benefits - Performance-based bonus* - Attendance Bonus* - Private pension plan - Meal Allowance - Casual office and dress code - Days off* - Health, dental, and life insurance - Medicines discounts - Gympass partnership - Childcare subsidies - Discounts on Ambev products* - Clube Ben partnership - Scholarship* - School materials assurance - Language and training platforms - Transport allowance *Rules applied