Support Analyst

CIAL Dun & Bradstreet

Support Analyst managing level 1 technical incidents for SaaS company in Latin America. Analyzing support requests and communicating updates to technical teams.

Posted 7/16/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident management and technical support, with a strong focus on communication, organizational skills, and the ability to meet SLAs. Proficient in basic programming for troubleshooting and familiar with B2B data and credit products.

Highest-signal resume keywords

Incident ManagementTechnical Support ExperienceBasic Programming KnowledgeSLA MonitoringSpanish Language Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident TriagePriority ClassificationSLA ManagementLog ReadingQuery Writing

Soft Skills

Excellent CommunicationOrganizational SkillsAttention to Deadlines

Tools & Technologies

Incident Management ToolsLinear

Industry Keywords

B2B DataCredit Products

About the role

Key responsibilities & impact

Act as Level 1 engineering resolver: receive incidents from the support area, triage them, classify priority and SLA, and forward to the responsible teams (Level 2).
Receive, record, and triage incidents reported by the support team.
Classify the priority and SLA for each incident and route it to the correct Level 2 team.
Monitor incidents through to resolution, ensuring SLAs are met.
Communicate with technical teams and support, keeping status updates current.
Document patterns and recurring issues for continuous improvement.

Requirements

What you’ll need

Experience in technical support / service desk.
Excellent communication and organizational skills; ability to handle multiple incidents in parallel.
Basic programming knowledge — sufficient to understand problems, read logs and error messages, and write simple queries.
Attention to deadlines and discipline in meeting SLAs.
Spanish (for supporting the Mexico, Peru and Argentina markets).
Experience with incident/ticket management tools (e.g., Linear).
Familiarity with credit products or B2B data.

Benefits

Comp & perks

Equal employment opportunities
Non-discrimination and anti-harassment policy