Intermediate Support Analyst

AB InBev | Growth Group; Campinas; On-site; BRL 120,000 - 180,000; Full time

Benefits offered by this job

Performance-based bonus

Health, dental, and life insurance

Discounts on Ambev products

Casual office and dress code

Job summary

AB InBev BEES is seeking a technical operations professional to own end-to-end incident resolution for our live digital platforms. You will triage, troubleshoot, and document evidence, contribute to root cause analysis, and participate in critical war rooms to drive rapid resolution and clear stakeholder communication.

The role emphasizes strong SQL/NoSQL skills, APIs, cloud concepts (Azure/AWS), observability tools, and collaboration with engineering and product teams.

Qualifications

• University degree in computing-related fields (e.g., Computer Engineering, Computer Science, Information Systems, or Systems Analysis and Development) or equivalent experience.
• Strong experience in production application support or technical operations for software/digital products at scale.
• Excellent problem-solving, critical thinking, systems thinking, and learning agility.

Responsibilities

• Own end-to-end resolution of production incidents and service requests for live digital applications and products; participate in root cause analyses.
• Triage and troubleshoot application, data, and integration issues; document logs, traces, queries, and API behavior.
• Participate in war rooms for critical incidents and communicate clearly with stakeholders throughout events.

Skills

Incident management

SQL

APIs

Python scripting

Jira

Confluence

Azure/AWS

Observability

NoSQL databases

English communication

Education

Computer Science

Information Systems

Tools

Databricks

New Relic

VS Code

Postman

MongoDB

Cosmos DB

Job description

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 notjust 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 andreduce 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 afterincident resolution and reviews.
• Analyze incident trends and current tooling/processes to identify improvements that reducerecurrence 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 equivalentprofessional 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 (comfortadopting 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).
• 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-onexperience 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, andanalysis—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 userimpacting 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*
• Casual office and dress code
• Days off*
• Health, dental, and life insurance
• Discounts on Ambev products*
• School materials assurance
• Language and training platforms

ABInBev is committed to creating a diverse and inclusive workforce and culture. We conduct confidential surveys to better understand & ensure we provide equal opportunity throughout our end-to-end recruitment process. Individuals seeking employment at ABInBev are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.