Customer Experience & Support Analyst

Topaz

Customer Experience & Support Analyst role at Topaz focused on security and customer service improvement. Engage in technical support, incident response, and security monitoring tasks.

Posted 4/24/2026full-timeBelo Horizonte • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Linux

About the role

Key responsibilities & impact

Prevention and Response: Anticipate and standardize procedures for handling and responding to security incidents.
Continuous Monitoring: Monitor our clients' integrated services in real time to ensure maximum protection.
Security Reports: Prepare periodic reports on the outcomes of implemented actions.
Technical Execution: Work directly on the operational support and enhancement of security solutions.
Vulnerability Analysis: Identify, analyze, and propose solutions for discovered vulnerabilities.
Risk Mapping: Assess risks and implement measures to maintain secure environments.
Tool Implementation: Deploy and manage cybersecurity tools.
Security Trends: Research and analyze emerging trends in data security.
Testing and Diagnostics: Perform failure tests, incident response exercises, and continuous risk diagnostics.
Customer Support: Install, operate, and update software and virtual protection platforms, always focusing on excellence in customer service.

Requirements

What you’ll need

Education: Bachelor's degree in Information Technology, Computer Science, Information Systems, or related fields.
Technical Knowledge:
- Operating systems (Windows, Linux, etc.)
- Programming logic and automation through scripting
- Computer networks
- Structured database queries
- Application servers and databases (intermediate level)
- Environment virtualization
- Support for mission-critical environments
- ITIL methodology for IT service management
- Fraud prevention and detection
- Web and Mobile development
Languages: Intermediate English and Spanish are a plus.
Availability: Willingness to travel within Brazil.

Benefits

Comp & perks

Comprehensive Well-being: Your well-being is essential. We take care of you and your loved ones with comprehensive health plans, because a healthy team is a team that transforms.
Development and Growth: Your career never stops. At Topaz, #Evolution is constant. Through training programs and daily challenges, we provide the tools so your potential has no limits.
Flexibility and Balance: We believe in balance. Enjoy the flexibility you need to perform at your best with our hybrid work model and a day off on your birthday to celebrate as you deserve.

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

operating systemsprogramming logicscriptingcomputer networksstructured database queriesapplication serversdatabasesenvironment virtualizationITIL methodologyfraud prevention

Soft Skills

customer servicecommunicationproblem-solvinganalytical thinkingteam collaboration

Certifications

Bachelor's degree in Information TechnologyBachelor's degree in Computer ScienceBachelor's degree in Information Systems