Junior Support Analyst

Sensedia

Analista de Suporte Júnior resolvendo incidentes, APIs e integrações para clientes LATAM. Atendimento via Zendesk e colaboração com engenharia na Sensedia, líder brasileira em soluções de APIs.

Posted 8/22/2026part-timeRemote • 🇧🇷 BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Proficient in providing technical support and solutions with a focus on customer experience, utilizing strong analytical skills to diagnose and resolve issues. Demonstrates knowledge of APIs, system integrations, and technical documentation while effectively collaborating with cross-functional teams.

Highest-signal resume keywords

Spanish ProficiencyTechnical Support ExperienceAPI Testing ToolsJavaScript DebuggingITIL Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

HTTP RequestsSQL Query WritingCode AnalysisIncident ManagementProblem ManagementService Request ManagementAPI KnowledgeTechnical DocumentationIntegration AnalysisTroubleshooting

Soft Skills

EmpathyProactivityPrioritizationVerbal CommunicationWritten Communication

Tools & Technologies

ZendeskChrome DevToolsGrafanaKibanaPostmanCURLSoapUIApache Camel

Industry Keywords

SaaS PlatformService Level AgreementsCustomer SuccessProduct EngineeringConsulting

Tech Stack

Tools & technologies

ApacheGrafanaJavaJavaScriptSQL

About the role

Key responsibilities & impact

Provide technical support to customers, offering solutions with empathy and proactivity
Stay up to date on product features, dependencies, technology stack, and operational impact
Handle support requests via Zendesk and occasionally by video call, meeting SLAs
Investigate, diagnose, and resolve incidents, problems, and questions related to products and services
Collaborate with Customer Success, Product Engineering, and Consulting teams
Create, review, and improve technical documentation
Analyze and interpret infrastructure logs
Analyze and debug code
Act as a bridge between Support and Engineering by escalating needs and prioritizing requests
Participate in team and company meetings and events, including online sessions
Analyze and improve support processes
Proactively identify obstacles and optimize the customer experience
Understand customer needs and provide the best possible support

Requirements

What you’ll need

Spanish proficiency to support LATAM customers
Strong prioritization skills and excellent verbal and written communication
Basic knowledge of HTTP requests, including calls, methods, and status codes
Ability to read and analyze code and service health dashboards
Knowledge of logs, Chrome DevTools, JSON, Grafana, and Kibana
Experience with API testing tools such as Postman, cURL, and SoapUI
Solid knowledge of APIs and system integrations
Experience analyzing and debugging JavaScript and/or Java code
Intermediate SQL knowledge and query writing skills
Ability to document bugs, exceptions, and unexpected behavior
Completed or ongoing degree in Technology or a related field
Relevant experience in technical support and customer service for a SaaS platform (a plus)
Practical knowledge of ITIL and Service Level Agreements (SLAs), including incident, problem, and service request management (a plus)
Knowledge of Apache Camel, focusing on integration analysis and troubleshooting (a plus)
Investigative mindset and ability to interpret official documentation (a plus)

Benefits

Comp & perks

Meal Voucher/Food Voucher (Flash benefits card)
Health Insurance
Dental Insurance
Life Insurance
Profit-Sharing Program (PPR)
TotalPass
Childcare Assistance
Well-Being Program supporting physical and mental health
Corporate University (#SensediaAcademy), offering various development paths
Cultural and educational partners with special discounts
Extended maternity leave
Extended paternity leave
Flexible work model: #WorkWhereYouBelong
Opportunity also available to people with disabilities