• Work on coding .NET systems to enable new business initiatives and ensure the product's regulatory compliance, demonstrating technical versatility to handle different architectures and framework versions; • Architect and model data structures for projects of varying complexity, strategically collaborating on high-complexity initiatives to ensure data integrity, availability, and the optimal choice of storage technologies; • Support the analysis of functional and technical requirements to meet business needs and translate them into solution architecture designs; • Create and maintain up-to-date technical documentation for adopted solutions (architecture/services); • Review delivered code and artifacts to ensure quality; • Identify and implement incident workarounds by understanding error scenarios, proposing improvements and fixes; • Work on technical topics such as impact assessments, system architecture definition, and standards and procedures; • Develop unit tests and automated regression tests, supporting system validation to enable deliveries that prioritize availability and the solution's quality standards; • Proactively notify risks related to obsolescence or security; • Assist in identifying potential infrastructure, performance, or system failure points and propose solutions/improvements to eliminate issues in the short, medium, and long term.

• Integration Management: Work directly on communication between systems, ensuring data exchanges via APIs and XML files occur as planned. • Data Mapping (Source-to-Target): Gather requirements and configure business rules for converting data between different ecosystems. • Technical Diagnosis: Use tools such as Postman for request testing and MySQL Workbench for database queries and validations. • Consultative Support: Maintain direct contact with clients to understand error scenarios, collect evidence, and provide resolution status updates. • Intelligent Triage: Critically analyze each incident to resolve it promptly or, when necessary, prepare the technical case for escalation to the development or specialist teams.

• Lead discovery efforts to analyze complex business processes across product, sales, and customer success operations. • Translate ambiguous business needs into clear requirements, user stories, process maps, and system designs. • Break down high-level concepts into actionable deliverables (data maps, workflows, diagrams). • Act as a bridge between business and technical teams, ensuring shared understanding and alignment. • Partner with Product, Engineering, and Business Systems teams to design and enhance internal tools and platforms that improve operational efficiency and user experience. • Analyze data to identify trends, inefficiencies, and opportunities for optimization. • Identify opportunities to leverage AI (e.g., ChatGPT, Claude, Gemini) and automation to improve workflows, decision-making, and customer experience. • Help establish scalable frameworks for AI-driven process improvement and quality measurement. • Own and maintain high-quality documentation in Jira. • Build strong stakeholder relationships and communicate insights effectively to both technical and non-technical audiences.

Role Description - Liderar e desenvolver o time de suporte, promovendo capacitação, alinhamento e cultura de excelência no atendimento; - Estruturar, padronizar e otimizar processos de atendimento e suporte técnico; - Monitorar indicadores de performance, qualidade e satisfação dos clientes, promovendo ações de melhoria contínua; - Gerenciar a priorização e tratamento de chamados, bugs junto às áreas de produto e tecnologia; - Atuar em conjunto com outras áreas (Comercial, Customer Success, Implantação) para garantir uma jornada positiva ao cliente; - Promover o uso de ferramentas e automações que aumentem a produtividade da equipe e a experiência do cliente; - Ser referência técnica e comportamental dentro da área, garantindo alinhamento com a cultura da empresa; - Apoiar em outras atividades relacionadas ao setor e às demandas da equipe. Qualifications - Formação Acadêmica: Ensino superior completo em Administração, Contabilidade, Sistemas de Informação ou áreas afins. - Experiência com gestão de equipes de suporte ou atendimento ao cliente, preferencialmente em empresas de tecnologia ou consultoria; - Experiência em processos fiscais e/ou contábeis é um diferencial importante. - Conhecimento em sistemas ERP; - Familiaridade com ferramentas de atendimento (Jira e Hubspot); - Conhecimento em processos tributários, contábeis ou legais.