Support Analyst

Review ALL; Brasil; Presencial; BRL 60 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Meal/Food Allowance (VR/VA)

AMII Health Insurance with co-payment

Language course discounts

Resumo da oferta

Review ALL is seeking a Support Analyst to act as the Level 1 of Engineering within the Data Science & Engineering organization. The role focuses on technical support and triage, serving as the main contact for incidents escalated by Customer Success and ensuring accurate classification for Level 2 teams.

The candidate should have a solid technical background, strong organizational skills, and the ability to work in a fast-paced environment across Latin America and the Caribbean.

Qualificações

• Must have solid experience in intermediate to advanced-level technical support.
• Advanced English essential for global teams and documentation.
• Strong ability to read and understand code and apply programming logic.
• Knowledge of SQL for performing data queries.
• Highly organized and able to meet deadlines in a fast-paced environment.

Responsabilidades

• Perform initial technical triage of incidents reported by Customer Success.
• Analyze error logs and system messages to identify root causes.
• Classify, prioritize, and route tickets to specialized engineering squads.
• Ensure strict compliance with response and resolution SLAs.
• Manage ticket workflows through incident management tools.
• Maintain clear communication between business and technical teams throughout resolution.

Conhecimentos

Technical support

SQL

Programming logic

English proficiency

Communication skills

Descrição da oferta de emprego

We are supporting a client — a leading provider of business decisioning solutions and commercial data across Latin America and the Caribbean, with exclusive regional rights to the world's most widely used business identifier — in the search for a Support Analyst.

The company operates as a large-scale SaaS platform, serving as the "single source of truth" for risk and credit data across 43 markets, and is currently experiencing rapid growth in its technology infrastructure.

The Challenge

You will act as the "Level 1 of Engineering" within the Data Science & Engineering organization.

Your role is not focused on developing new products, but rather on technical support and troubleshooting. You will be the key point of contact for receiving incidents escalated by the Customer Success team, performing in-depth technical triage — including log and error analysis — and ensuring that specialized Level 2 teams receive accurately classified and well-documented issues.

This is an ideal opportunity for someone with a strong technical foundation who excels in organization, processes, and fast-paced problem solving.

Responsibilities

• Perform the initial technical triage of incidents reported by the Customer Success team;
• Analyze error logs and system messages to identify the root cause of issues;
• Classify, prioritize, and route tickets to specialized engineering squads;
• Ensure strict compliance with response and resolution SLAs;
• Manage ticket workflows through incident management tools;
• Maintain clear communication between business teams and technical teams throughout the resolution process.

Requirements

• Solid experience in intermediate to advanced-level technical support;
• Advanced English (essential for interacting with global teams and working with international documentation);
• Strong foundation in programming logic and the ability to read and understand code;
• Knowledge of SQL for performing data queries;
• Highly organized, disciplined with deadlines, and excellent written communication skills;
• Maturity to work in a technical support and triage-focused environment (this is not a software development-focused role).

Nice to Have

• Fluent or advanced Spanish (with a focus on the Mexican, Peruvian, and Argentinian markets);
• Experience working with credit products, Business Intelligence, or B2B data companies;
• Familiarity with modern ticketing and incident management tools.
• Meal/Food Allowance (VR/VA) via Caju Card: R$31.00
• AMIL Health Insurance with co-payment / AMIL Dental Insurance with no co-payment
• Partnerships with FEI, FIAP, and FGV offering discounts on undergraduate and postgraduate programs
• Partnership with a private English teacher
• Partnership with CNA for language courses
• reimbursement of up to R$128.00

Opportunity to work within a global data ecosystem with a strong presence across Latin America.