Intermediate Support Analyst

Ab Inbev; Brasil; Remote; BRL 89,000 - 167,000; Full time

Benefits offered by this job

Bônus por performance

Plano de previdência privada

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Job summary

AB InBev está contratando Analista de Suporte Intermediário para atuar remotamente no Brasil e cobrir turno noturno. Você gerenciará incidentes de produção, triagem de problemas e colaboração com equipes de engenharia e QA para garantir a continuidade dos serviços.

O candidato ideal possui inglês avançado, experiência com SQL, APIs, Jira/Confluence e ambientes de nuvem (Azure/AWS). O papel envolve automação leve com Python e interação com plataformas digitais BEES.

Qualifications

• Formação superior em áreas de computação ou experiência equivalente em suporte de aplicações.
• Experiência em suporte de aplicações de produção ou operações técnicas de software.
• Conhecimento sólido de SQL e bancos de dados relacionais/ Não-SQL (MongoDB/Cosmos DB).
• Experiência com plataformas móveis e testes em Android/iOS com simuladores/emuladores.
• Conhecimento de APIs e uso de ferramentas como Postman.
• Conhecimento de nuvem (Azure/AWS) e microserviços, observabilidade.
• Experiência com Jira/Confluence para tickets e documentação.

Responsibilities

• Gerenciar resolução ponta-a-ponta de incidentes de produção e solicitações de serviços para aplicações digitais.
• Triar e depurar problemas de aplicação, dados e integração; documentar evidências para diagnóstico.
• Participar de war rooms e manter comunicação clara com stakeholders durante eventos.
• Monitorar filas de incidentes, priorizar atividades e cumprir SLAs.
• Seguir e melhorar processos ITIL e manter SOPs/Runbooks no Confluence.
• Analisar tendências de incidentes e propor melhorias para reduzir recorrência.

Skills

SQL

Python

APIs

Jira

Confluence

Postman

Azure

AWS

Databricks

New Relic

VS Code

Inglês avançado

良好 comunicação

Education

Computing degree (e.g., Computer Engineering, Computer Science, Information Systems, or Systems Analysis and Development)

Tools

Jira

Confluence

Postman

Databricks

New Relic

VS Code

Job description

Intermediate Support Analyst

Empresa : Ab Inbev Tipo de Emprego : Periodo Integral Brazil

Descrição do Emprego - Intermediate Support Analyst

Please note that this position is remote and assigned to the night shift

About us

AB InBev is the leading global brewer and one of the world’s top 5 consumer product companies. With over 500 beer brands, we’re number one or two in many of the world’s top beer markets, including North America, Latin America, Europe, Asia, and Africa.

About BEES

Join us to build the future of B2B commerce!

BEES is AB InBev’s B2B platform. Through our ecosystem,merchantsand retailers across 29 countries can stock their businesses quickly, easily, and securely.
At BEES, we dream big, lead with purpose, and develop technology that transforms the way retailers and sellers grow.

Every line of code and every partnership is built in service of a single mission: to make commerce better for retailers and sellers around the world. Here, your work is not just important. It makes a difference!

What you will do:

• Own the end-to-end resolution of production incidents and service requests for live digital applications and products; participate in and contribute to root cause analysis for recurringissues.
• Triage and troubleshoot application, data, and integration issues; document evidence (logs,traces, queries, API behavior) to support diagnosis and handoff to specialists when needed.
• Participate in war rooms for critical incidents, helping drive resolution and communicating clearly with stakeholders throughout the event.
• Monitor incident and request queues, prioritize work, and act proactively to meet SLAs and reduce customer impact.
• Follow and improve IT service management processes and procedures aligned with ITIL (Incident, Problem, Change, and Knowledge Management).
• Maintain and evolve SOPs, runbooks, and knowledge base content in Confluence after incident resolution and reviews.
• Analyze incident trends and current tooling/processes to identify improvements that reduce recurrence and improve reliability of the application layer.
• Mentor junior analysts on diagnosis, tooling, documentation, and best practices.
• Prepare and present operational reports and metrics to leadership where required.
• Support onboarding and training of new team members; collaborate daily with engineering QA, product, and project stakeholders.

We are looking for people with:

• University degree in courses related to computing such as Computer Engineering, Computer Science, Information Systems, or Systems Analysis and Development (or equivalent professional experience in application support).
• Solid experience in production application support or technical operations for software/digital products at scale.
• Strong problem-solving, critical thinking, systems thinking, and learning agility (comfort adopting new product areas, data sources, and tools).
• Knowledge of SQL and of relational and non-relational (NoSQL) databases for investigationand validation, including hands-on use where needed (e.g. MongoDB and/or Cosmos DB).
• Familiarity with mobile app testing on Android and iOS—using local simulators/emulators and/or cloud device and browser testing platforms (e.g. LambdaTest, BrowserStack)—to reproduce and validate user-impacting issues.
• APIs and practical use of tools such as Postman for reproduction and troubleshooting.
• Understanding of cloud computing concepts (Azure and/or AWS), microservices, messaging/MQ concepts, and observability (e.g. APM, distributed tracing); hands-on experience with New Relic is a strong plus.
• Experience with Jira (e.g. JSM, Software, service desk workflows) and Confluence for ticketing, documentation, and knowledge management.
• Programming logic and ability to run or adapt Python scripts (e.g. in VS Code) for diagnosticsor light automation; broader programming experience is a plus.
• Familiarity with Databricks (or similar) for data analysis in support investigations is a plus.
• Confident use of AI assistants (e.g. ChatGPT, Copilot, Cursor) for research, drafting, and analysis—with sound judgment and verification.
• Advanced communication skills in English (written and spoken).
• Experience with Agile projects or delivery environments.

Who should apply?

• Ability to work under pressure and manage multiple priorities during incidents and peakvolume.
• Strong analytical and problem-solving skills applied to business rules, data flows, and user-impacting defects.
• Excellent communication and interpersonal skills with both technical and non-technical audiences.
• Ability to work in a team-oriented, collaborative environment aligned with development andproduct teams.
• High level of self-motivation and willingness to make a measurable difference in stability andcustomer experience.
• Autonomy, accountability, and a strong desire to learn continuously.

What We Offer:

• Performance-based bonus*
• Attendance Bonus*
• Private pension plan
• Meal Allowance
• Casual office and dress code
• Days off*
• Health, dental, and life insurance
• Medicines discounts
• Gympass partnership
• Childcare subsidies
• Discounts on Ambev products*
• Clube Ben partnership
• Scholarship*
• School materials assurance
• Language and training platforms
• Transport allowance

*Rules applied