Senior Support Analyst
CI&T
full-time
Posted on:
Location Type: Remote
Location: Brazil
Visit company websiteExplore more
Job Level
About the role
- Respond to support requests, clarify client questions, and resolve incidents and service requests.
- Restore production operations through remedial actions, ensuring platform stability and performance during promotional peaks and key campaign periods.
- Keep the client informed throughout the ticket lifecycle, from opening to resolution, with clear communication about campaign impacts, timelines, and mitigation plans when incidents affect live experiences.
- Actively contribute to service improvements by leveraging in-depth knowledge of the client’s business.
- Prioritize and escalate critical situations, understanding business impact and ensuring resolution, especially when issues affect ongoing or upcoming promotions, customer experiences, or key campaign milestones.
- Foster client satisfaction by building a partnership-based, empathetic relationship around reported issues.
- Prevent ticket reopenings by ensuring incidents and requests are resolved efficiently and by documenting root causes, workarounds, and how-to procedures.
- Collaborate with the support team by sharing knowledge and contributing to collective learning, including creating and maintaining knowledge-base articles, runbooks, and best practices.
- Implement and optimize algorithms and automation processes using AI techniques to streamline workflows, reduce delivery time, and increase operational efficiency.
- Monitor platforms to ensure availability, performance, and correct behavior of digital platforms during promotional campaigns, proactively identifying and addressing anomalies before they impact end users.
- Work closely with stakeholders to ensure all live promotions run smoothly and meet the success criteria defined during the inception phase, aligning support activities with expected business outcomes.
Requirements
- Advanced English proficiency
- Proficiency with Linux or Windows operating systems
- Knowledge of AWS and Azure cloud services
- Basic SQL knowledge to run queries and analyze data
- Familiarity with executing APIs and reading technical documentation
- Knowledge of programming languages, particularly JavaScript
- Strong analytical skills with the ability to communicate effectively with clients and team members
- Adaptability and willingness to learn new tools and processes
- Time management skills with the ability to prioritize tasks and handle multiple responsibilities in a dynamic environment
Benefits
- Health and dental insurance
- Meal and food allowance
- Childcare assistance
- Extended paternity leave
- Partnerships with gyms and health/wellness professionals via Wellhub (Gympass) TotalPass
- Profit sharing and results participation (PLR)
- Life insurance
- Continuous learning platform (CI&T University)
- Employee discount club
- Free online platform dedicated to physical, mental, and overall well-being
- Pregnancy and responsible parenting course
- Partnerships with online learning platforms
- Language learning platform
- And many more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
LinuxWindowsAWSAzureSQLAPIsJavaScriptAI techniquesautomation processesdata analysis
Soft skills
communicationanalytical skillsadaptabilitytime managementprioritizationclient satisfactioncollaborationproblem-solvingempathyservice improvement