Mid Level Technical Support Analyst

Getnet Platforms; São Paulo; Presencial; BRL 60 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical assistance

Dental assistance

Birthday day off

Life insurance

Annual vaccination campaign

Transportation allowance

Meal voucher/food voucher

Annual bonus

Specialized Personal Support Program (

PAPE

Resumo da oferta

Getnet Platforms is seeking a dedicated Support Technician in Brazil to monitor the payments hub across infrastructure, application and system levels, triaging incidents and guiding the L1 team. You will be the first contact for customers reporting issues and perform initial impact analysis.

Responsibilities include documenting and tracking requests, actively monitoring the environment with AWS, Dynatrace, Elastic Kibana, PagerDuty and Jira, and supporting deployments to safeguard production

Qualificações

• Fluent or advanced English communication required.
• Willingness to work night shift (7:30 PM–4:30 AM).
• Experience with monitoring and ticketing tools.
• Background in IT Operations / SRE and L1 support.
• Knowledge of AWS, Dynatrace, Kibana, PagerDuty, Komodor (Kubernetes).
• ITIL or ITSM best practices knowledge.
• Relevant education in ASIR or DAM as listed.

Responsabilidades

• Be the first point of contact for customers reporting incidents.
• Perform initial impact analysis and triage based on findings.
• Document, track, and monitor requests for timely resolution.
• Actively monitor Getnet Platforms environment with provided tools.
• Support deployments to protect production stability.
• Carry out periodic system checks and log results appropriately.
• Suggest improvements to processes, runbooks, and automation.
• Be prepared to work rotating shifts in a 24/7 production environment.

Conhecimentos

English

Night shift

Monitoring tools

IT Operations / SRE

L1 Support

AWS

Dynatrace

Kibana

PagerDuty

Kubernetes

Jira

ITIL

Spanish

Formação académica

ASIR - Administration of Networked Computer Systems

DAM - Multiplatform Application Development

Ferramentas

AWS

Dynatrace

Elastic Kibana

PagerDuty

Komodor

Kubernetes

Service Now

Jira

Descrição da oferta de emprego

ABOUT GETNET

Getnet Platforms is part of Santander Payment Solutions and brings together a set of key platforms within Santander's global payments technology ecosystem. It includes software-as-a-service capabilities across the entire payments value chain, such as account-to-account processing, FX, SWIFT connectivity, fraud management and card processing infrastructure.

It enables financial institutions, non-bank financial institutions (NBFIs) and payment service providers (PSPs) to operate, scale and evolve their payment capabilities across multiple rails, markets and regulatory environments, without the need to rebuild their core systems.

Proven at scale, including within Santander itself, these platforms provide a modular foundation that complements Getnet's global payment capabilities to support client growth through payments.

WHY JOIN OUR TEAM

If you want to shape the future of financial solutions, this is the place! At Getnet Platforms, your work connects to something bigger, creating a real impact across global teams and markets for our clients and communities.

Our people are our greatest strength. We combine growth opportunities, strong team connections, and a culture that supports your well-being and sense of belonging, so you can develop, contribute, and feel valued. With flexibility and autonomy built into how we work, you'll have the space to focus, collaborate, and perform at your best.

Here, your impact matters, your growth is supported, and your experience is designed to help you thrive.

WHAT YOU'LL DO

As a Support Technician, you will work in a team, monitoring the payments hub, at Infrastructure, application and system level, triaging and escalating incidents raised to the L1 Team.

• To be the first point of contact for customers reporting incidents;
• To be able to do a first impact analysis of an incoming alert or a raised issue and do a triage based on said analysis;
• To document, track, and monitor requests to ensure a timely resolution of all inquiries;
• To actively monitor the Getnet Platforms environment, using the tools provided;
• To support deployment activity in order to ensure deployments are carried out with no harm done to the production environment. (we are the first line of defense of the production environment);
• To carry out periodic systems checks, noting results in the required way;
• To suggest improvements to processes, routines, and runbooks to improve efficiency;
• To be prepared to work rotating shifts in a 24/7 Production environment.

WHAT WE'RE LOOKING FOR

We need someone like you to help us in different fronts:

• High level of English (Advanced or Fluent) as he/she must be able to communicate;
• Availability to work from 7:30 PM to 4:30 AM (night shift);
• Experience with monitoring and ticketing tools;
• Experience of working in IT Operations / SRE;
• Experience working as a L1 (or higher) Support Technician;
• Tools: AWS, Dynatrace, Elastic Kibana, PagerDuty, Komodor (Kubernetes);
• Ticketing tools: Service Now, Jira, etc.
• ITIL certification or ITSM best practices knowledge;
• Desired education: Administration of Networked Computer Systems (ASIR), Multiplatform Application Development (DAM).

WHAT CAN EARN YOU EXTRA POINTS

• High level of Spanish as he/she must be able to communicate.

OUR OFFER AND BENEFITS

• Medical assistance
• Dental assistance
• Birthday day off
• Life insurance
• Annual vaccination campaign
• Transportation allowance
• Meal voucher/food voucher
• Annual bonus
• Specialized Personal Support Program (PAPE)

Getnet Platforms is proud of being an organization where there are equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation. We are committed to providing an inclusive and accessible application process for all candidates.