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Modern Integration Platform
Support Analyst, Junior
Location
Brazil
Posted
136 days ago
Salary
0
Seniority
Junior
Job Description
Support Analyst, Junior
Sensedia
• Provide technical support to our clients, offering solutions with empathy and proactivity • Handle support requests via ticketing system and, occasionally, by video call • Answer customers' questions and issues, handling multiple tickets simultaneously • Log, categorize, and prioritize tickets according to defined SLAs • Perform tests on the platform to validate issues and inquiries • Escalate more complex issues to higher support levels when necessary • Analyze and debug code (with guidance for more complex cases) • Collaborate with multiple teams across the company such as consulting, engineering, and Customer Success • Follow up on open issues with the engineering team and update customers on progress • Attend team and company meetings and events, including remote meetings • Contribute to achieving individual KPIs and team objectives • Develop technical content (solution documentation, FAQs, etc.) • Act as a partner to our clients, seeking to understand their needs and provide the best possible support
Job Requirements
- Clear and assertive communication (verbal and written)
- Knowledge of API concepts and practices using RESTful design patterns
- Ability to use tools and interpret input/output data to diagnose system behavior
- Ability to effectively prioritize and escalate customer issues
- Basic programming logic
- Basic knowledge of relational and non-relational databases and composing simple queries
- Familiarity with API functional testing tools (Postman, cURL, and SoapUI)
- Degree completed or in progress in technology or related fields
- Previous experience in technical support N1 and/or N2 (advantage)
- Knowledge of API documentation using OpenAPI Specification (Swagger) and business process flows (advantage)
- Familiarity with ticketing and incident management tools (Zendesk, Jira, etc.) (advantage)
- Knowledge of scripting languages (e.g., JavaScript, Python, etc.) (advantage)
- Intermediate English and/or Spanish (advantage)
Benefits
- Meal allowance / Food voucher (Flash benefits card)
- Health insurance
- Dental plan
- Life insurance
- Profit-sharing / Performance-based bonus (PPR)
- TotalPass
- Childcare assistance
- Well-being program (for physical and mental health)
- Corporate University (our #SensediaAcademy), with various development tracks
- Cultural and educational partners with special discounts
- Extended maternity and paternity leave
- Flexible work model
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