Support Engineer

• Assist clients via phone, e-mail and the SisconWeb platform, as well as other service management tools, to clarify questions about system use;
• Reproduce system incidents before escalating them to the correction/development team;
• Identify and resolve issues, documenting them clearly;
• Ensure clients' prioritization requests are addressed;
• Communicate expected delivery times for support actions/fixes (provide frequent feedback to the client);
• Track support requests from opening to closure (obtain client approval);
• Ensure Service Level Agreement (SLA) compliance;
• Route implementation and improvement requests after performing initial triage;
• Deploy and configure the Benner environment at client sites;
• Log support hours;
• Propose improvements to the support process.

Support Technician – Junior

• Prestar atendimento aos clientes via sistema de chamados e por telefone, para esclarecimento de dúvidas funcionais/técnicas relacionadas ao produto.
• Realizar simulações de erros relacionados ao sistema atendido na base interna de testes para reprodução do mesmo incidente relatado pelo cliente.
• Fazer acompanhamento constante dos chamados para compreensão do incidente com foco na resolução.
• Quando necessário, realize acesso remoto ou entre em contato com o cliente via telefone, com o objetivo de identificar a causa do incidente.
• Abertura de demanda interna junto ao Tempo de Desenvolvimento para Correção do incidente identificado.
• Classificação de chamados identificando a causa raiz do incidente.
• Gerenciar múltiplas atividades.
• Geração de conteúdo na base de conhecimento através da criação de FAQ's.
• Trabalhar com metas estipuladas e acompanhamento de desempenho.

Analista de Suporte Júnior – SQL, Oracle

• Handle and resolve tickets escalated from Level 1 support
• Perform analysis and diagnosis of issues in consortium systems
• Work on incidents related to access, business rules, and integrations
• Support internal users
• Monitor and ensure ticket resolution within SLAs
• Interact with development teams and vendors when necessary
• Document solutions, processes, and technical procedures
• Propose continuous improvements to systems and support workflows

Junior Customer Experience, Support Analyst

• Handling first-level tickets (Service Desk), performing analysis, logging, categorization, and routing of requests.
• Supporting software, corporate systems, email, and productivity tools.
• Creating, modifying, blocking, and removing user access in accordance with information security policies.
• Managing permissions and access profiles for corporate systems.
• Assisting with onboarding, internal transfers, and offboarding processes for employees.
• Monitoring and ensuring compliance with service level agreements (SLAs).
• Liaising with infrastructure, systems, information security teams, and vendors.

IT Support Technician

• Corrective and preventive maintenance, installation and relocation of multifunction and multi-brand printers; general microcomputer/PC support; remote-hands support when required.
• Complete all technical training provided, in accordance with company policy.
• Notify the SONDA team of any difficulties in fulfilling your duties.
• Escalate to the Level 3 (N3) support team when necessary; send evidence if part replacement or equipment replacement is required; request the validation code together with the requested part number from N3.
• Ensure compliance with service-level agreements (SLAs) for response and resolution; provide and update the status and progress of your tickets with the ticket management team, maintaining constant communication.
• Accurately and completely document all activities performed; complete the technical service report and update the ticket management app; include photographic records of the services provided to evidence completion; obtain the client’s signature/approval for the executed service as mandatory.
• Manage, control and inventory parts and spares under your responsibility and any local stock (storage); request replenishment of parts, handle reverse logistics, and perform maintenance and repair of backup equipment.
• Provide field service with travel to client sites for on-site support.
• Manage travel expenses, complete travel and expense spreadsheets for fuel, parking, tolls, etc., and submit expense reports in accordance with company policies.
• Company-leased vehicle: use only for work purposes; ensure maintenance, cleanliness and preservation of the vehicle; perform all required servicing on schedule; immediately notify SONDA management in the event of any incident or claim involving the vehicle, in accordance with company policies.
• Personal vehicle: must be used for technician travel and for transporting parts, spares and backup equipment that are under the contractor’s responsibility.

Technical Support Technician

• Record in the system clearly, accurately and in detail the description of the actions taken during each service.
• Keep the TMs informed about the entire lifecycle of their request (from opening to closure).
• Strong communication skills, professional demeanor and a customer-service focus.
• Ability to resolve or provide guidance for medium-complexity issues.

Support Technician

• Registrar em sistema de forma clara, precisa e detalhada a descrição das ações executadas no atendimento;
• Manter os TMs informados sobre todo o ciclo de vida da sua solicitação (da abertura ao fechamento);
• Vivência com atendimento ao usuário final em campo (presencial).
• Conhecimento de rotinas de atendimento com fins de cumprimento de SLAs

Técnico de Suporte

• Handle inbound inquiries from business (B2B) customers who subscribe to telephony, broadband, and TV services — customers contact us to ask questions or request technical support for their products;
• Provide courteous, focused service, using probing questions to identify customer needs and offer practical solutions;
• Each interaction may involve different types of situations as reported by the customer.

Client Relationship Specialist I – Customer Service / Technical Support

• Clarify questions regarding the operation and features of SoftExpert applications;
• Reproduce scenarios reported by the client to identify the root cause of incidents;
• Interact with Development and Technology teams to resolve incidents;
• Log all incidents reported by clients;
• Provide Development and Technology teams with information aimed at continuous improvement of SoftExpert applications;
• Prepare follow-up reports for support tickets;
• Seek support and involvement from other SoftExpert areas (Development, Technology) for incident resolution when necessary;
• Apply patch packages to the client's environment, depending on the support contract type and complexity;
• Meet response times and other clauses specified in support contracts;
• Assist the support team with technical questions about computing environments;
• Assist in mapping and validating preventive and corrective procedures for computing environments;
• Apply investigative and problem-resolution techniques;
• Interact with the client's IT team or their designated representative;
• Identify and leverage opportunities to sell services not covered by the support contract.

Junior Support Analyst

• Provide first-level support to internal and external clients;
• Open, follow up and resolve service tickets;
• Escalate requests to the responsible teams and monitor their resolution;
• Record and update information in ticketing/service systems;
• Provide basic support for IP Telephony, Mobile Telephony, Chatbots, Access Control, connectivity and other company solutions;
• Monitor and track service SLAs;
• Maintain clear and effective communication with users and internal teams;
• Assist in incident resolution and ensure service continuity;
• Support the organization of departmental processes and routines.

Technical Support Analyst

• Recepcionar e analisar os registros de melhorias realizados no Fluxo de Inovação;
• Garantir a implantação das ideias e kaizen registradas no Fluxo de Inovação;
• Garantir a conclusão dos A3s registrados no Fluxo de Inovação;
• Conduzir iniciativas com foco no engajamento das áreas como workshops, jobs, campanhas, reconhecimentos, mentorias, etc.;
• Controlar indicadores estratégicos;
• Apoiar no alinhamento estratégico anual;
• Apoiar em análises e mapeamentos de processos.

Analista Técnico de Melhoria Contínua I – Lean

• Ensure reliable L2 support coverage for our Brazilian client Itau during BRT hours as the primary responsibility, balancing workload with existing team structure.
• Work independently to investigate and resolve customer issues, including reproducing complex scenarios using various technologies.
• Where capacity permits, extend support to other Americas-based customers without delay or handover bottlenecks.
• Ensure clear, empathetic, and professional communication with customers (both written and verbal) to maintain a high standard of service.

Support Engineer, L2

• Develop Yara Nutritional Programs for the region's main crops;
• Deliver presentations and trainings, set up demonstration plots, and organize field days;
• Conduct customer visits to provide positioning and sales support;
• Perform post-sale follow-up and monitor the performance of Yara Nutritional Programs.

Technical Sales Analyst

• On-site and remote support for the CEO, Vice Presidents and their secretaries, as well as Embraer’s internal corporate users
• Installation / maintenance of SOFTWARE / APPLICATIONS on customer equipment
• HARDWARE maintenance, performing diagnostics and part replacement

• Deliver outstanding technical support via emails and chats
• Build strong and lasting customer relationships
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI
• Communicate with developers and cross-functional specialists.

Technical Support Consultant, Networking

• Monitor and evaluate NMS indicators;
• Analyze data collected in satisfaction surveys;
• Analyze and inform the TRIBUNAL of any impacts on operations and the risks associated with changes requested by the TRIBUNAL to standards, systems, and service procedures, proposing mitigation actions;
• Analyze overall service performance using quality management tools;
• Calculate and report contractually specified indicators;
• Perform the activities described in Annex VIII – Curation related to the professional profile;
• Evaluate existing processes to identify possible improvements and propose action plans to improve service delivery;
• Collect feedback from the TRIBUNAL about support teams to identify areas for continuous improvement in support processes;
• Coordinate audits of remote service records;
• Apply statistical processing to the data involved in the support process, presenting monthly charts and reports containing means, standard deviation, trends, correlations, stratifications and decompositions, simulations, projections, and other analyses requested by the TRIBUNAL;
• Define metrics and, based on them, measure individual and team performance with the objective of promoting continuous service improvement;

Junior IT Support Analyst

• Deliver outstanding technical support via chats, emails and tickets
• Managing troubleshooting processes related to cloud-based and SaaS applications
• Triage and prioritize support tickets based on severity, impact and urgency
• Reproduce incidents in test or staging environments to identify root causes and support faster resolution
• Gather and document all relevant information needed to investigate and resolve customer issues
• Escalate unresolved or high-priority incidents to internal teams while ensuring SLA compliance
• Proactively identify, reproduce, and manage incidents in test or staging environments to support faster resolution
• Contribute to continuous improvement by documenting solutions, creating knowledge base articles and analysing customer feedback and complaints
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI
• Communicate with other teams

L2 Technical Support Consultant, Native Portuguese, English C1

• Monitor and manage, together with the designers, the development of projects at all stages, both for site implementation and for towers;
• Advise the construction site regarding designs and costs to prevent potential execution errors, delays, and undue expenses;
• Critically analyze projects to improve design concepts;
• Contact designers to align project expectations;
• Address project-related questions from construction sites through visits, phone calls, and email to ensure smooth progress of the work;
• Lead weekly meetings with the designers involved in the process;
• Availability for occasional travel to other states.

Junior Technical Analyst – Project Management

• Registrar e gerenciar chamados, deparando-se com demandas de 1º e 2º nível;
• Prestar suporte a sistemas operacionais e instalação de softwares, Pacote Office, Redes, Impressoras e Periféricos, bem como manutenção em desktops e notebooks;
• Realizar mapeamento diretório, configuração de e-mail POP/ Exchange, Lotus Notes, configurar perfil, instalar VPN, Configuração de IP;
• Acompanhar, atender e atualizar os chamados da Base, evitando filas que possam comprometer o SLA do projeto, assim como diminuir ao máximo o número de backlog de chamados;
• Criar e atualizar base de conhecimento, procedimentos, script de atendimento e resolução de problemas no portal KCS.

Técnico de Suporte Júnior

• Investigate and perform technical diagnosis of medium- and high-complexity incidents within a microservices architecture.
• Analyze logs, metrics, and traces (Datadog, Kibana, Grafana) to identify root causes and recommend corrective actions.
• Understand the flow between microservices, internal APIs, and dependencies to locate failure points.
• Read code and perform reverse engineering in languages such as Node.js, Python, and Java to support problem identification.
• Troubleshoot external integrations, including connectivity, authentication, SSL, timeouts, latency, and payload inconsistencies.
• Accurately isolate whether an issue lies in the product, the partner, or internal infrastructure.
• Make adjustments, configurations, and system parameterizations according to business rules and internal requests.
• Escalate issues to Development (L3) or SRE only when necessary, providing a complete diagnosis and evidence.
• Generate insights from incidents and support data, identifying patterns, recurrences, and areas for improvement.
• Document processes, investigations, technical procedures, and applied solutions, keeping playbooks up to date.
• Collaborate with N1 Support, Customer Service, Engineering, and Product teams, ensuring clear and contextualized communication.
• Work with organization, attention to detail, and focus on delivering a high-quality user experience.

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Junior Support Analyst

Technical Support Analyst

Analista Técnico de Melhoria Contínua I – Lean

Support Engineer, L2

Technical Sales Analyst

Support Technician

Technical Support Consultant, Networking

Junior IT Support Analyst

L2 Technical Support Consultant, Native Portuguese, English C1

Junior Technical Analyst – Project Management

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