americanas s.a.

Junior Technical Support Analyst

americanas s.a.

full-time

Posted on:

Location Type: Hybrid

Location: Rio de Janeiro • Brazil

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Job Level

Junior

Tech Stack

ERPITSMMongoDBOracleSQL

About the role

  • Respond to and log technical tickets via Freshservice, following defined SLAs and workflows
  • Provide L1 support for legacy systems (Oracle) and the new SAP environment
  • Perform initial analysis of incidents and requests (triage, basic diagnosis, and evidence gathering)
  • Monitor services, applications, and APIs using Datadog
  • Validate technical failures, outages, and performance degradations
  • Run database queries to support diagnostics
  • Escalate appropriately to L2/L3 teams (development, infrastructure, database, integrations)
  • Record technical history and evidence in tickets
  • Support operational areas (distribution centers, logistics, digital operations) with day-to-day incidents
  • Follow ITIL processes (incident, request, problem, change — basic level).

Requirements

  • Knowledge of e-commerce and logistics (orders, picking, packing, shipping, SLAs, and integrations)
  • Basic understanding of ERP systems, with a focus on SAP (functional/technical L1 support)
  • Experience with legacy Oracle environments
  • Knowledge of Oracle Database and basic SQL (SELECT, INSERT, UPDATE, JOIN, WHERE, GROUP BY)
  • Ability to interpret data to support support activities
  • Familiarity with non-relational databases, with conceptual knowledge of MongoDB
  • Knowledge of application and infrastructure monitoring
  • Experience with Datadog for metric visualization, alert analysis, and initial fault identification
  • Experience with ITSM tools (e.g., Freshservice)
  • Ability to classify impact and priority and communicate clearly with users and technical teams.
Benefits
  • Meal allowance
  • Bradesco health plan
  • Amil dental plan
  • Wellhub
  • Life insurance
  • 180 days maternity leave and 20 days paternity leave
  • Discounts at our physical stores after the probation period
  • Collaborative environment: great for teaching and learning a lot.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
L1 supportSAPOracleSQLMongoDBITILdatabase queriesincident analysismonitoringtechnical diagnostics
Soft Skills
communicationdata interpretationclassification of impact and priority