Mid Support Analyst

CI&T

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Posted 4/14/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Respond to support requests, clarify questions from the client, 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 about the lifecycle of the ticket, from opening to resolution, with clear communication on campaign impacts, timelines, and mitigation plans when incidents affect live experiences.
Actively contribute to the improvement of the services provided by utilizing in-depth knowledge of the client's business.
Prioritize and escalate critical situations, understanding the impacts on the business and ensuring resolution, particularly when issues affect ongoing or upcoming promotions, consumer experiences, or key campaign milestones.
Promote client satisfaction by establishing a partnership and empathetic relationship with the reported issue.
Prevent the reopening of support tickets by ensuring that incidents and requests are resolved efficiently, documenting root causes, workarounds, and how to.
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 improve workflow, reduce delivery time, and increase operational efficiency.
Perform platform monitoring 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 that all live promotions run smoothly and meet the success criteria defined during the inception phase, aligning support activities with expected business outcomes.

Requirements

What you’ll need

Problem Solving: Strong analytical skills to effectively troubleshoot and resolve problems.
Communication: Excellent verbal and written communication skills for effective interactions with clients and team members, including the ability to translate technical findings into clear, actionable information for non-technical stakeholders (e.g., marketing teams, agencies).
Time Management: Ability to prioritize tasks and manage multiple responsibilities in a dynamic environment.
Teamwork: Collaborative mindset to work effectively with cross-functional teams, such as marketing, agencies, engineering, data, and platform owners, to ensure end-to-end campaign success.
Adaptability: Willingness to learn and adapt to new tools and processes.

Benefits

Comp & perks

Health and dental insurance
Meal and food allowance
Childcare assistance
Extended paternity leave
Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass;
Profit Sharing and Results Participation (PLR);
Life insurance
Continuous learning platform (CI&T University);
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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

problem solvinganalytical skillsAI techniquesalgorithm optimizationautomation processesplatform monitoringincident resolutionticket managementroot cause analysisworkflow improvement

Soft Skills

communicationtime managementteamworkadaptabilityclient satisfactioncollaborationempathyprioritizationclear communicationcollective learning