Jr Product Support Analyst

Operative; São Paulo; Híbrido; BRL 30.000 - 70.000; Tempo integral

Resumo da oferta

An established industry player is seeking a Jr. Product Support Analyst to join their dynamic team. This exciting role involves collaborating with various departments to ensure successful post-implementation use of enterprise SaaS products. You will be instrumental in troubleshooting, delivering solutions, and enhancing support documentation while contributing to innovative projects. If you are passionate about technology and eager to tackle complex challenges in a fast-paced environment, this opportunity is perfect for you. Join a company that values your growth and offers a hybrid work schedule, allowing you to balance your professional and personal life.

Qualificações

• 3+ years experience supporting software products with external customers.
• Strong relational database skills and experience with complex queries.

Responsabilidades

• Track issues and respond according to SLAs.
• Recommend improvements to product development teams.
• Monitor and manage back-end processes for application uptime.

Conhecimentos

Relational Database Skills

Shell Scripting

REST API

AWS Storage and Database

Problem-Solving

Time Management

Formação académica

Bachelor’s Degree in Computer Science/Engineering/Math

Ferramentas

MySQL

MSSQL

MongoDB

Oracle

Kafka

CloudWatch

Descrição da oferta de emprego

Only apply if:

• You are fluent in English (only English resumes will be reviewed)
• You can commute twice a week to our SP Office.

OPERATIVE OVERVIEW

300+ media companies as clients, $40+ billion in revenue processed, 25,000+ worldwide users. Operative accelerates revenue growth for the biggest and most successful media companies, making it easy for them to deliver any audience and any outcome to their buyers. We give media companies the power of an open, data-driven and highly configurable architecture that works across all linear, digital, and cross-media and converged deals, thanks to the recently released AOS platform. Operative has around 1,000 employees in 10 offices around the world and our clients include FOX, NBC, HBO, CBS and Disney.

It's genuinely an exciting time to join Operative. Don't wait!

JOB SUMMARY

Operative is looking for a Jr. Product Support Analyst. This team works closely with members of the implementation, T1 and T3 support, account management and product development teams to ensure successful post-implementation use of our enterprise SaaS products. This team has strong technical and functional knowledge of the products, troubleshoots and delivers the solution to the client issues/requests and recommends best practices.

MAIN DUTIES AND RESPONSIBILITIES

• Track issues encountered and respond according to reasonable SLAs
• Triage, evaluate and recommend short-term and long-term solutions to customer issues that have been identified as product development defects.
• Recommend to product development teams areas of improvement in performance and feature capabilities that will improve our customers' successful use of our products.
• Add/Update the support documentation and assist with the training material
• Contribute to developing and enhancing the Support monitoring and automation scripts/tools.
• Deliver innovative solutions to complicated business problems.
• Technical contributor to software projects related to Support (like: Automation etc).
• Understand and keep up to date on the latest product functionality, its dependencies, the underlying technology stack and their operational impact.
• Monitor and manage back-end batch processes to ensure application uptime requirements.
• Work with a cross-functional team to understand the root cause of issues reported and suggest alternate options where appropriate.

COMPETENCIES

Required:

• Strong relational database skills are essential. Should have written complex queries and scripts for a database such as MySql, MSSql, MongoDB or Oracle.
• Experience with shell scripting on UNIX platforms.
• Experience in developing and enhancing the Support monitoring and automation scripts/tools.
• Knowledge and experience in using REST API.
• Experience with Kafka connectors.
• Experience with AWS Storage, Database and tools like S3, Dynamo and CloudWatch.
• Familiarity with the Software Development Lifecycle.
• Experience with job schedulers, monitoring tools and log processing tools.
• Working closely with the development team to continuously improve the automated claim reflow processes.
• Strong verbal and time management skills.
• Detailed, organized and results oriented.
• Ability to effectively prioritize and escalate customer issues as required.
• Ability to multi-task and perform effectively under pressure.
• Demonstrated analysis, problem-solving and troubleshooting expertise.
• Aptitude to get up to speed with new products quickly.

Preferred:

• Should enjoy researching challenging problems and suggesting solutions.
• Experience working in a start-up environment.
• Previous experience working with Digital Advertising, Online Publishing or Interactive Media companies.

EDUCATION, CERTIFICATION, AND EXPERIENCE

Required:

• Bachelor’s degree in Computer Science/Engineering/Math or a relevant field.
• Technical focus preferred.
• Experience working with Internet products (SaaS) and technologies.
• 3+ years experience supporting software products with external customers.

Preferred:

• Previous experience working with Digital Advertising, Online Publishing, or Interactive Media companies.
• Multi-platform/integrated sales experience in ad network, digital publishing, or online media preferred.
• Demonstrates a broad understanding of the advanced TV space and ad tech ecosystem.

GENERAL

• These duties and responsibilities may be changed in accordance with the needs of the Company.
• This is not intended to be an exhaustive or exclusive list of duties. You may be required to carry out any other associated tasks to ensure the successful delivery of Operative’s objectives.
• Hours: 10:00 am – 7:00 pm (São Paulo's time).
• Office location: Sao Paulo. Hybrid work schedule (twice a week in the office).

Operative cares about your privacy and protecting your data. By submitting an application for a position with Operative, you acknowledge that you have read Operative’s Candidate Privacy Policy available here (https://www.operative.com/candidate-notice/), and consent to how Operative treats your data.