Rox Partner

Support Analyst – Mid-level

Rox Partner

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Tech Stack

CloudGoogle Cloud PlatformGrafanaPostgresPython

About the role

  • Lead the monitoring strategy using Grafana, Kibana and GCP, ensuring dashboards accurately reflect service health and that alerts are predictive and effective.
  • Diagnose failures in distributed systems by analyzing REST communications and data flows between microservices.
  • Perform complex queries and interventions in PostgreSQL, and support the engineering team in identifying performance bottlenecks.
  • Develop scripts and tools (Python/Bash) to eliminate manual tasks and leverage AI strategically to accelerate incident diagnosis.
  • Conduct root cause analysis (RCA) and ensure application of ITIL and Agile best practices.

Requirements

  • Previous experience in 2nd or 3rd level support or IT operations.
  • Proficiency with observability tools (Grafana, Kibana) and the GCP monitoring stack (Cloud Logging/Monitoring).
  • Deep understanding of distributed systems architecture and proficiency using Postman/Insomnia for debugging REST APIs.
  • Advanced experience with PostgreSQL (DML, DDL, and query optimization).
  • Ability to create functional automations using scripting languages.
  • Proven experience using generative AI or assistant tools to optimize workflows.
  • Experience working in Agile environments (Scrum/Kanban).
  • Solid knowledge of ITIL processes (Incident, Change and Problem Management).
  • Strong communication skills to interact with Development and Product teams.
Benefits
  • Hybrid work arrangement – Monday to Friday (09:00 to 18:00);
  • Home-office allowance – R$ 300.00 monthly credit on an iFood card for meals/food;
  • Birthday benefit – Rox gives you a gift voucher and a day off to celebrate your special day;
  • Courses – Full access to RoxSchool, Alura, Pluralsight and O'Reilly for books and talks;
  • Certifications – Certification reimbursement up to R$ 300.00 (Technology) plus a R$ 300.00 bonus per certification obtained from these providers;
  • Psychological support – Two psychotherapy sessions covered monthly by ROX with partner psychologists;
  • Feedz partnership – A gamified platform to stay connected, improve communication, and track sentiments, engagement, feedback, IDP and performance;
  • WellHub (Gympass) – Partnership with gyms and health & wellness apps;
  • Work equipment provided.

Applicant Tracking System Keywords

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

Hard skills
GrafanaKibanaGCPPostgreSQLPythonBashREST APIsDMLDDLquery optimization
Soft skills
strong communication skillsroot cause analysisability to create functional automations