Product Support Analyst

Operative; São Paulo; Híbrido; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading media solutions company in São Paulo is seeking a Product Support Analyst to ensure successful post-implementation use of enterprise SaaS products. The role involves troubleshooting client issues, improving support documentation, and contributing to automation tools. Candidates should have strong relational database skills and excel in communication. This position offers a competitive salary and a hybrid work schedule.

Serviços

Competitive salary

Benefits package

Qualificações

• 3+ years experience supporting software products with external customers.
• Experience working with Internet products (SaaS) and technologies.
• Ability to effectively prioritize and escalate customer issues as required.

Responsabilidades

• Track issues encountered and respond according to reasonable SLAs.
• Triage, evaluate and recommend solutions to customer issues.
• Work with a cross-functional team to understand the root cause of reported issues.

Conhecimentos

Excellent written and verbal communication skills (English Proficiency)

Strong relational database skills

Experience with shell scripting on UNIX platforms

Knowledge and experience in using REST API

Experience with AWS Storage and Database tools

Formação académica

Bachelor’s degree in Computer Science/Engineering/Math or relevant field

Technical focus preferred

Ferramentas

MySQL

MongoDB

MSSQL

AWS S3

AWS DynamoDB

Descrição da oferta de emprego

Onlyapplyif:

• YouarefluentinEnglish(onlyEnglishresumeswillbereviewed)


• YoucancommutetwiceaweektoourSPOffice.

OPERATIVEOVERVIEW

300+mediacompaniesasclients,$40+billioninrevenueprocessed,25,000+worldwideusers.Operativeacceleratesrevenuegrowthforthebiggestandmostsuccessfulmediacompanies,makingiteasyforthemtodeliveranyaudienceandanyoutcometotheirbuyers.Wegivemediacompaniesthepowerofanopen,data-drivenandhighlyconfigurablearchitecturethatworksacrossalllinear,digital,andcross-mediaandconvergeddeals,thankstotherecentlyreleasedAOSplatform.Operativehasaround1,000employeesin10officesaroundtheworldandourclientsincludeFOX,NBC,HBO,CBSandDisney.

It''sgenuinelyanexcitingtimetojoinOperative.Don''twait!

JOBSUMMARY

OperativeislookingforaProductSupportAnalyst.Thisteamworkscloselywithmembersoftheimplementation,T1andT3support,accountmanagementandproductdevelopmentteamstoensuresuccessfulthepost-implementationuseofourenterpriseSaaSproducts.Thisteamhasstrongtechnicalandfunctionalknowledgeoftheproducts,troubleshootsanddeliversthesolutiontotheclientissues/requestsandrecommendsbestpractices.

MAINDUTIESANDRESPONSIBILITIES

• TrackissuesencounteredandrespondaccordingtoreasonableSLAs


• Triage,evaluateandrecommendshort-termandlong-termsolutionstocustomerissuesthathavebeenidentifiedasproductdevelopmentdefects.


• Recommendtoproductdevelopmentteamsareasofimprovementinperformanceandfeaturecapabilitiesthatwillimproveourcustomers''ssuccessfuluseofourproducts.


• Add/Updatethesupportdocumentationandassistwiththetrainingmaterial


• ContributingtodevelopingandenhancingtheSupportmonitoringandautomationscripts/tools.


• Deliverinnovativesolutionstocomplicatedbusinessproblems.


• TechnicalcontributortosoftwareprojectsrelatedtoSupport(likeAutomationetc)..


• Understandandkeepuptodateonthelatestproductfunctionality,itsdependencies,theunderlyingtechnologystackandtheiroperationalimpact


• Monitorandmanageback-endbatchprocessestoensureapplicationuptimerequirements


• Workwithacross-functionalteamtounderstandtherootcauseofissuesreportedandsuggestalternativeoptionswhereappropriate

COMPETENCIES

Required:

• Excellentwrittenandverbalcommunicationskills(EnglishProficiency)


• Strongrelationaldatabaseskillsareessential.ShouldhavewrittencomplexqueriesandscriptsforadatabasesuchasMySql,MSSql,MongoDBorOracle


• ExperiencewithshellscriptingonUNIXplatforms


• ExperienceindevelopingandenhancingtheSupportmonitoringandautomationscripts/tools.


• KnowledgeandexperienceinusingrestAPI


• ExperiencewithKafkaconnectors


• ExperiencewithAWSStorage,DatabaseandtoolslikeS3,DynamoandCloudWatch


• FamiliaritywiththeSoftwareDevelopmentLifecycle


• Experiencewithjobschedulers,monitoringtoolsandlog-processingtools


• Workingcloselywiththedevelopmentteamtocontinuouslyimprovetheautomatedclaimreflowprocesses.


• Strongverbalandtimemanagementskills


• Detailed,organizedandresults-oriented


• Abilitytoeffectivelyprioritizeandescalatecustomerissuesasrequired


• Abilitytomulti-taskandperformeffectivelyunderpressure


• Demonstratedanalysis,problem-solvingandskillstroubleshootingexpertise


• Aptitudetogetuptospeedwithnewproductsquickly.

Preferred:

• Shouldenjoyresearchingchallengingproblemsandsuggestingsolutions


• Experienceworkinginastart-upenvironment


• PreviousexperienceworkingwithDigitalAdvertising,OnlinePublishingorInteractiveMediacompanies

EDUCATION,CERTIFICATION,ANDEXPERIENCE

Required:

• Bachelor’sdegreeinComputerScience/Engineering/Mathorrelevantfield


• Technicalfocuspreferred


• ExperienceworkingwithInternetproducts(SaaS)andtechnologies


• 3+year(s)experiencesupportingsoftwareproductswithexternalcustomers

Preferred:

• PreviousexperienceworkingwithDigitalAdvertising,OnlinePublishing,orInteractiveMediacompanies


• Multi-platform/integratedsalesexperienceinadnetwork,digitalpublishing,oronlinemediapreferred


• DemonstratesabroadunderstandingoftheadvancedTVspaceandadtechecosystem

GENERAL

• ThesedutiesandresponsibilitiesmaybechangedinaccordancewiththeneedsoftheCompany.


• Thisisnotintendedtobeanexhaustiveorexclusivelistofduties.YoumayberequiredtocarryoutanyotherassociatedtaskstoensurethesuccessfuldeliveryofOperative’sobjectives.


• Hours:10:00am–7:00pm(SãoPaulo'stime)


• Officelocation:SaoPaulo.Hybridworkschedule(twiceaweekintheoffice)

Weofferacompetitivesalaryandbenefitspackage.Alloffersareconditionalonreferences,verificationoftherighttoworkinBrazil,andsuccessfulbackgroundscreeningchecks.Ifyou’reinterestedinjoiningafast-growing,innovativecompanyandyoumeettheaboverequirements,don’thesitatetoapplytoday!Operativeisamerit-first,equalopportunityemployer;diverseapplicationsareencouraged.

Operativecaresaboutyourprivacyandprotectingyourdata.BysubmittinganapplicationforapositionwithOperative,youacknowledgethatyouhavereadthefollowingandconsenttohowOperativetreatsyourdata:1)theCandidatePrivacyPolicyavailableathttps://www.operative.com/candidate-privacy-notice/