Junior Support Analyst

Jobtailor

Brasil

Presencial

BRL 60 000 - 90 000

Tempo integral

há 28 horas

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Resumo da oferta

Jobtailor is hiring for a Technical Support Specialist to assist LATAM customers in Spanish, diagnose issues, analyze logs, and coordinate with Product Engineering. You will manage incidents, document fixes, and help improve support processes in a fast-paced SaaS environment.

The role requires knowledge of APIs, SQL, and debugging JavaScript/Java, with a strong emphasis on customer experience and SLA adherence. Prior ITIL familiarity is a plus.

Qualificações

Proficiency in Spanish to support LATAM customers.
Strong prioritization and excellent verbal and written communication.
Basic knowledge of HTTP requests, including calls, methods, and status codes.
Ability to read and analyze code and service health dashboards.
Knowledge of logs, Chrome DevTools, JSON, Grafana, and Kibana.
Experience with API testing tools such as Postman, cURL, and SoapUI.
Solid knowledge of APIs and system integrations.
Experience analyzing and debugging JavaScript and/or Java code.
Intermediate SQL knowledge and query writing skills.
Ability to document bugs, exceptions, and unexpected behavior.
Completed or ongoing degree in Technology or a related field.
Relevant experience in technical support and customer service for a SaaS platform (a plus).
Practical knowledge of ITIL and Service Level Agreements (SLAs), including incident, problem, and service request management (a plus).
Knowledge of Apache Camel, focusing on integration analysis and troubleshooting (a plus).
Investigative mindset and ability to interpret official documentation (a plus).

Responsabilidades

Provide technical support to customers, offering solutions with empathy and proactivity.
Stay up to date on product features, dependencies, technology stack, and operational impact.
Handle support requests via Zendesk and occasionally by video call, meeting SLAs.
Investigate, diagnose, and resolve incidents, problems, and questions related to products and services.
Collaborate with Customer Success, Product Engineering, and Consulting teams.
Create, review, and improve technical documentation.
Analyze and interpret infrastructure logs.
Analyze and debug code.
Act as a bridge between Support and Engineering by escalating needs and prioritizing requests.
Participate in team and company meetings and events, including online sessions.
Analyze and improve support processes.
Proactively identify obstacles and optimize the customer experience.
Understand customer needs and provide the best possible support.

Conhecimentos

Spanish proficiency

Prioritization

Verbal communication

Written communication

HTTP requests

Code reading

Service health dashboards

Logs analysis

Chrome DevTools

JSON

Grafana

Kibana

Postman

cURL

SoapUI

APIs and integrations

JavaScript debugging

Java debugging

SQL (intermediate)

Bug/documentation

Technology degree

SaaS support experience

ITIL and SLAs

Apache Camel

Investigation/documentation reading

Formação académica

Technology degree or in progress

Ferramentas

Zendesk

Chrome DevTools

Grafana

Kibana

Postman

cURL

SoapUI

Apache Camel

Descrição da oferta de emprego

Provide technical support to customers, offering solutions with empathy and proactivity
Stay up to date on product features, dependencies, technology stack, and operational impact
Handle support requests via Zendesk and occasionally by video call, meeting SLAs
Investigate, diagnose, and resolve incidents, problems, and questions related to products and services
Collaborate with Customer Success, Product Engineering, and Consulting teams
Create, review, and improve technical documentation
Analyze and interpret infrastructure logs
Analyze and debug code
Act as a bridge between Support and Engineering by escalating needs and prioritizing requests
Participate in team and company meetings and events, including online sessions
Analyze and improve support processes
Proactively identify obstacles and optimize the customer experience
Understand customer needs and provide the best possible support

Requirements

Spanish proficiency to support LATAM customers
Strong prioritization skills and excellent verbal and written communication
Basic knowledge of HTTP requests, including calls, methods, and status codes
Ability to read and analyze code and service health dashboards
Knowledge of logs, Chrome DevTools, JSON, Grafana, and Kibana
Experience with API testing tools such as Postman, cURL, and SoapUI
Solid knowledge of APIs and system integrations
Experience analyzing and debugging JavaScript and/or Java code
Intermediate SQL knowledge and query writing skills
Ability to document bugs, exceptions, and unexpected behavior
Completed or ongoing degree in Technology or a related field
Relevant experience in technical support and customer service for a SaaS platform (a plus)
Practical knowledge of ITIL and Service Level Agreements (SLAs), including incident, problem, and service request management (a plus)
Knowledge of Apache Camel, focusing on integration analysis and troubleshooting (a plus)
Investigative mindset and ability to interpret official documentation (a plus)

Core Competencies

Proficient in providing technical support and solutions with a focus on customer experience, utilizing strong analytical skills to diagnose and resolve issues. Demonstrates knowledge of APIs, system integrations, and technical documentation while effectively collaborating with cross-functional teams.

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