Support Engineer

• Provide technical support to platform users by identifying, reproducing and assisting in problem resolution.
• Perform initial incident analysis, recording information clearly and in an organized manner.
• Assist in configuring, monitoring and maintaining internal environments and services.
• Support the team in investigating issues related to infrastructure, integrations and applications.
• Execute functional tests and validate fixes before they are released to customers.
• Document procedures, solutions and best practices.
• Collaborate with Development, Product and Support teams to identify improvements for our systems.
• Participate in creating automations and internal tools that make processes more efficient.
• Continuously learn about infrastructure, DevOps, databases, APIs and application architecture.

Technical Support – Development

• Respond to customer requests via chat, phone, email, etc.
• Identify and resolve customer support issues
• Record all customer interactions and support activities

Junior Support Analyst

• Build a strong understanding of Clutch’s business, platform, customers, and support workflows
• Partner with a buddy to learn how we investigate and troubleshoot issues, handle escalations and incidents, and communicate clearly with customers
• Begin picking up tickets independently, owning investigations end to end, and knowing when to ask for help to move things forward efficiently
• Independently manage your ticket queue, handling a broad range of support requests, including escalations, incident collaboration, monitoring alerts, and more complex investigations
• Use operational metrics to understand your performance and deliverables, and to align your work with team-level north-star KPIs
• Navigate escalation paths with confidence, raising issues with the appropriate teams and stakeholders when needed
• Contribute to shared knowledge by documenting known issues and learnings as knowledge base articles, feature requests, or bug reports
• Share your expertise with the team through knowledge sharing and, when applicable, by supporting the onboarding of new team members
• Actively work toward a senior scope by partnering with your manager on a growth plan and taking on increasingly complex technical and operational challenges
• Proactively surface and drive improvements, whether in processes, tooling, or product, contributing to the evolution of Support Engineering beyond individual ticket resolution

Senior Support Engineer

• Responsável por fornecer assistência técnica especializada aos clientes especialmente via Jira;
• Oferecer soluções e orientar os clientes por meio de tickets e dúvidas levantadas pelos clientes;
• Atuar de forma proativa oferendo insights estratégicos para a operação;
• Realizar analises que suportem decisões de negócio;
• Participação de agendas internas e com cliente para analise e solução dos incidentes e suportes.

Analista de Atendimento Técnico, Junior – SQL

• Monitorar, detectar e resolver incidentes que impactem as capacidades e serviços, gestão de incidentes maiores e melhorias contínuas.
• Prestar suporte técnico aos usuário, relacionados a sistemas e aplicativos.
• Solucionar e direcionar incidentes para as equipes apropriadas.
• Colaborar com a equipe de desenvolvimento para identificar e resolver problemas técnicos.
• Atuar na criação e atualização de relatórios.

Analista de Suporte

• Communicate with customers via email, meetings/calls and Microsoft Teams;
• Gather product cost data and perform margin analyses together with the Business Manager;
• Prepare and send commercial proposals based on Villares Metals' production capabilities;
• Act as a liaison between peer areas such as Customer Care, Production Planning (PCP), Technology, Foreign Trade (Comex), etc.;
• Potential customer visits to learn about product applications;
• Negotiate orders together with the Business Manager;
• Perform critical review of new orders and create material codes;
• Monitor order creation and update information in Salesforce.

Sales Support Analyst

• Provide high-resolution remote support via chat, phone and the ServiceNow portal.
• Support corporate users, distribution centers, stores and remote/home office teams.
• Ensure a high First Call Resolution rate, delivering an excellent user experience.
• Diagnose and resolve high-complexity incidents related to corporate systems and critical applications.
• Work on problem resolution involving POS/front-of-store systems, billing, shipping/dispatch, logistics inventory and other business systems.
• Perform in-depth technical analyses to identify systemic failures and rapidly restore services.
• Diagnose issues related to network infrastructure, including LAN, WLAN, WAN, SD-WAN and VPN environments.
• Collaborate with specialized teams to handle incidents involving infrastructure and telecommunications.
• Perform connectivity analyses and validate integrations between systems and devices.
• Develop scripts and automation routines to optimize recurring operational tasks.
• Identify opportunities to improve support processes and propose solutions that increase operational efficiency.
• Support standardization and automation initiatives for support operations.
• Create, review and maintain technical articles in the Knowledge Base.
• Document procedures, workarounds and best practices for sharing across teams.
• Share technical knowledge and support the training of other analysts.
• Conduct Root Cause Analyses for recurring incidents.
• Contribute to the permanent elimination of failures, reducing recurrence and increasing environment stability.
• Monitor support performance and quality indicators, proposing corrective actions when necessary.

Senior Support Analyst – L1/L2

• Provide high-resolution remote support via chat, phone and the ServiceNow portal.
• Serve corporate users, distribution centers, retail stores and remote/home-office teams.
• Ensure a high First Call Resolution rate, delivering an excellent user experience.
• Diagnose and resolve high-complexity incidents related to corporate systems and critical applications.
• Troubleshoot issues involving point-of-sale (POS) systems, billing, dispatch/shipping, logistics inventory and other business systems.
• Perform in-depth technical analyses to identify systemic failures and restore services quickly.
• Diagnose infrastructure and network issues across LAN, WLAN, WAN, SD-WAN and VPN environments.
• Collaborate with specialized teams to handle incidents involving infrastructure and telecommunications.
• Conduct connectivity analyses and validate integrations between systems and devices.
• Develop scripts and automation routines to optimize recurring operational tasks.
• Identify opportunities to improve support processes and propose solutions that increase operational efficiency.
• Create, review and maintain technical articles in the Knowledge Base.
• Document procedures, workarounds and best practices for sharing across teams.
• Share technical knowledge and support the training and development of other analysts.
• Perform Root Cause Analysis (RCA) for recurring incidents.
• Contribute to permanent elimination of faults, reducing recurrence and improving environment stability.
• Monitor support performance and quality indicators, proposing corrective actions when necessary.

Senior Support Analyst, L1/L2 – Resolution-focused

• Prepare presentations of the Contact Center performance indicators;
• Identify root causes of recurring issues in customer service and propose corrective action plans;
• Propose and implement improvements to service workflows (voice and digital) to optimize the customer experience;
• Update process flows and training materials that will serve as the basis for the support team's work;
• Provide support to the Contact Center team and internal departments in resolving operational questions and incidents;
• Participate in performance review meetings with company departments and the external service provider.

Customer Support Center Analyst – Junior

• Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform to ensure system reliability and operational excellence.
• Collaborate closely with developers, architects, and platform owners to enforce logging standards and monitoring best practices that enable effective troubleshooting and observability.
• Participate in application design sessions and develop end-to-end interaction flows using Splunk to strengthen monitoring and diagnostics capabilities.
• Troubleshoot production issues, perform root cause analysis, and implement corrective actions to minimize system downtime and service disruptions.
• Work with vendor partners to drive operational improvements and enhance monitoring frameworks across the platform.
• Develop and maintain CloudWatch dashboards as a complementary monitoring solution to ensure redundancy and visibility.

Connect Support Engineer

• Proactively monitor support tickets, ensuring customer satisfaction and proper use of solutions;
• Provide technical support to clients via multiple channels: ticketing system, phone, and WhatsApp, answering questions and resolving issues;
• Participate in troubleshooting and clarification of issues, collaborating with the team to find the best resolutions;
• Properly document all interactions, solutions, and procedures for future reference and the knowledge base;
• Adopt a positive behavioral support approach, ensuring effective and empathetic communication with users;
• Actively collaborate with the team in a cooperative work environment, contributing to joint problem-solving;
• Manage time efficiently to prioritize requests and ensure timely customer service.

Junior Support Analyst – PL/SQL

• Serve as the final level of support (L3) for solutions developed in Microsoft Copilot Studio.
• Investigate complex incidents, perform advanced troubleshooting, and conduct root cause analyses (RCA).
• Implement permanent fixes to improve the stability and reliability of solutions.
• Support deployments, environment management, and ALM processes for the Power Platform.
• Diagnose issues involving integrations, APIs, SharePoint Online, Microsoft 365, authentication, and custom connectors.
• Create and maintain technical documentation, runbooks, SOPs, and knowledge articles.
• Collaborate with global teams to ensure the continuous evolution of Agentic AI solutions.

L3 Support Analyst – Copilot

• Fornecer suporte de produção Nível 2 para aplicações críticas de Gestão de Patrimônio (Wealth Management) e serviços financeiros.
• Investigar e resolver incidentes relacionados a aplicações, infraestrutura e bancos de dados.
• Realizar análise de causa raiz (Root Cause Analysis - RCA) e coordenar ações corretivas para evitar recorrência de problemas.
• Monitorar a saúde das aplicações, o desempenho da infraestrutura e a disponibilidade dos serviços.
• Executar verificações diárias de integridade dos sistemas e validações após mudanças implementadas.
• Executar e apoiar implementações de mudanças (changes).
• Apoiar testes e exercícios de Recuperação de Desastres (Disaster Recovery) e atividades de Continuidade de Negócios (Business Continuity).
• Gerenciar incidentes, problemas e mudanças seguindo as melhores práticas de ITSM (Gerenciamento de Serviços de TI).
• Manter documentação operacional, runbooks e procedimentos de suporte atualizados.
• Participar de escalas de plantão (on-call) e do gerenciamento de incidentes críticos.
• Colaborar com equipes de desenvolvimento para melhorar a estabilidade e a capacidade de suporte das aplicações.
• Identificar oportunidades de automação, monitoramento proativo e melhorias de eficiência operacional.
• Fornecer comunicação tempestiva e atualizações aos stakeholders durante incidentes de grande impacto.

Analista de Suporte a Aplicações

• Responsible for providing support to users via phone, remote, or on-site assistance
• Log incidents and service requests
• Analyze and address support tickets
• Escalate tickets to resolver groups as necessary
• Handle tickets related to operating systems, software, hardware, networks, and the Microsoft Office suite
• Select, deploy, and maintain hardware and software
• Define access control and monitor installed technical resources
• Ensure compliance with client requirements (SLA / service levels)

Technical Support Analyst – Mid-Level

• Monitorar os processos de manutenção da frota, garantindo eficiência operacional, controle de custos e disponibilidade dos veículos;
• Analisar e aprovar orçamentos, negociando prazos e valores com oficinas e fornecedores;
• Acompanhar indicadores da área, propondo melhorias para redução de custos e aumento da produtividade;
• Gerir a performance da rede de prestadores, assegurando qualidade, conformidade e cumprimento dos SLAs;
• Atuar na análise de avarias, sinistros, garantias e recalls, garantindo a correta execução dos processos;
• Elaborar relatórios técnicos e gerenciais para suporte à tomada de decisão;
• Apoiar o desenvolvimento da equipe, compartilhando conhecimento e atuando como referência técnica;
• Garantir o cumprimento das políticas, normas e procedimentos da companhia.

Analista Técnico de Manutenção Senior

• Monitor the ticketing system and manage incidents;
• Provide first-line support for ZF internal services to employees via phone, remote access, chat, or predefined instructions;
• Maintain communication with ZF employees, the IT team, and managers;
• Coordinate resolution of activities across South America;
• Monitor and analyze continuous improvement processes to automate the area.

IT Support Analyst, Junior

• Develop automations for the Support/Operations team
• Ensure uptime of support servers by keeping the team's critical automations running
• Identify operational gaps and resolve them with automations
• Represent the Support team in technical projects with other departments
• Support the implementation of AI, bots and automations in support operations
• Create reports for internal stakeholders

Junior Support Developer

• Develop automations for the Support/Operations team
• Ensure uptime of support servers, maintaining the area’s critical automations
• Identify operational gaps and resolve them with automations
• Represent the Support team in technical projects with other departments
• Support the implementation of AI, bots and automations in customer service
• Create reports for internal clients

• Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries.
• Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions.
• Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication.
• Document all customer interactions and issue resolutions clearly and concisely.
• Develop and maintain a deep understanding of our software's features, functions, and best practices.
• Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed.
• Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.

Platform Technical Support – Hospitality SaaS

• The Technical Support Analyst sits at the point where Raidiam's engineering work meets our customers every day.
• You will be the first professional response that participants and developers receive when something goes wrong - the person who triages the problem, understands what is happening, and bridges the gap between a customer's frustration and an engineering solution.
• This is not a passive inbox management role.
• You will develop a deep understanding of how Raidiam's products work, learn the technical specifications that underpin Open Finance ecosystems, and build real capability in secure client-server communications, including OAuth 2.0, FAPI, PKI, and asymmetric cryptography.
• Your growth in this role will be driven by curiosity and supported by access to some of the most experienced practitioners in the industry.
• Ticket Management Triage, categorise, prioritise, and respond to service desk tickets from multiple channels including GitLab, Jira, and GitHub.
• Ensure accurate logging of issue details and resolution steps in the ticketing system.
• Own your tickets from first response to closure - keep customers informed at every step.
• Issue Evaluation and Escalation Assess issues raised by participants using our platforms, comparing them against ecosystem API standards including Swagger specifications, API diagrams, and Raidiam product documentation.
• Collaborate with the product and engineering teams to escalate complex issues, providing comprehensive problem analysis and replication steps.
• Develop your ability to distinguish between customer configuration errors, platform issues, and bugs - and route each appropriately.
• CloudWatch and Reporting Access AWS CloudWatch to retrieve and analyse logs in response to customer requests for usage data, executing predefined queries and extracting relevant results.
• Prepare clear, structured reports that address the customer's specific query - translating technical output into something a non-technical reader can act on.
• Documentation Build and maintain a knowledge base of frequently asked questions and standard resolution procedures.
• Capture what you learn - good documentation multiplies the team's capacity.
• Team Collaboration Liaise with product and engineering teams to anticipate customer inquiries and prepare accordingly.
• Participate in engineering team ceremonies to stay informed on the development pipeline, contribute to product evolution discussions, and prepare for upcoming changes.
• As a member of the Raidiam team, you will be expected to model our information security standards and corporate policies.
• Complete any other tasks and/or duties you may be instructed to carry out from time to time.
• Comply with Raidiam’s Corporate Policies and Procedures.
• Comply with Raidiam’s Information Security Policies and Procedures.

Support Engineer jobs in Brazil

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Technical Support – Development

Junior Support Analyst

Senior Support Engineer

Analista de Atendimento Técnico, Junior – SQL

Analista de Suporte

Sales Support Analyst

Senior Support Analyst – L1/L2

Senior Support Analyst, L1/L2 – Resolution-focused

Customer Support Center Analyst – Junior

Connect Support Engineer

Junior Support Analyst – PL/SQL

L3 Support Analyst – Copilot

Analista de Suporte a Aplicações

Technical Support Analyst – Mid-Level

Analista Técnico de Manutenção Senior

IT Support Analyst, Junior

Junior Support Developer

Junior Support Developer

Platform Technical Support – Hospitality SaaS

Technical Support Analyst