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Sensedia

Support Analyst – Junior

Sensedia

Support Analyst handling monitoring, support, and incident management for clients at Sensedia. Collaborating to ensure service availability and stability in API integration environments.

Posted 7/25/2026full-timeRemote • 🇧🇷 BrazilJuniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management and technical support, with a strong focus on monitoring client environments and ensuring service availability. Proficient in using tools like Zendesk and Prometheus for ticket management and environment monitoring.

Highest-signal resume keywords
Zendesk Ticket ManagementIncident Management ProcessesNOC Operations ExperiencePrometheus MonitoringITIL Framework Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Incident AnalysisLog InterpretationAlert HandlingTechnical DocumentationOperational Procedures Execution
Soft Skills
Client CommunicationProblem-Solving
Tools & Technologies
ZendeskPrometheusGrafana
Industry Keywords
ITILService DeskObservabilityMonitoring Concepts

Tech Stack

Tools & technologies
GrafanaPrometheus

About the role

Key responsibilities & impact
  • Monitor, respond to, and provide support for client environments.
  • Perform initial incident analysis.
  • Monitor alerts and log and handle tickets.
  • Identify issues and route them to the appropriate teams.
  • Help ensure service availability and stability.
  • Identify, analyze, and address infrastructure and application alerts.
  • Create, track, and update tickets using Zendesk.
  • Proactively contact clients during outages or service disruptions.
  • Execute first-level (N1) operational procedures.
  • Escalate incidents to specialized teams when necessary.
  • Follow the incident lifecycle through to resolution.
  • Document incidents, applied solutions, and opportunities for improvement.
  • Assist in creating and updating procedures and technical documentation.

Requirements

What you’ll need
  • Experience handling and managing tickets using Zendesk.
  • Knowledge of environment monitoring using Prometheus or similar tools.
  • Ability to interpret logs, metrics, and alerts.
  • Knowledge of incident management processes and technical support best practices.
  • Familiarity with Grafana.
  • Familiarity with observability and monitoring concepts.
  • Knowledge of ITIL or IT service management frameworks.
  • Experience in NOC operations or Service Desk.

Benefits

Comp & perks
  • Meal Allowance / Food Voucher (Flash benefits card)
  • Health insurance
  • Dental plan
  • Life insurance
  • Performance-based bonus / Profit-sharing (PPR)
  • TotalPass (wellness benefits platform)
  • Childcare assistance
  • Well-Being program (for physical and mental health)
  • Corporate University (our #SensediaAcademy), with multiple development tracks
  • Cultural and educational partners with special discounts
  • Extended maternity and paternity leave