Support Analyst, Level 1

Jobtailor; Belo Horizonte; Presencial; BRL 133 920 - 200 880; Tempo integral

Resumo da oferta

Jobtailor is seeking an IT incident response and support specialist to log, triage and track technical requests reported by clients, coordinating with product, development and operations teams to resolve issues.

You will monitor logs and events, collect evidence, escalate when needed, and ensure SLAs are met while maintaining clear client communications and up-to-date documentation.

Qualificações

• Bachelor’s degree completed or in progress in computer-related field.
• Experience supporting corporate systems and applications.
• Experience in incident analysis and root-cause identification.
• Knowledge of ITIL processes for handling incidents, problems and requests.
• Experience with application monitoring and troubleshooting.
• Familiarity with ITSM and ticketing tools such as Jira, ServiceNow, ClickUp.
• Knowledge of system integrations, APIs and Web Services.
• Strong analytical and problem-solving skills.
• Ability to document procedures and knowledge base articles.

Responsabilidades

• Log and organize technical requests and incidents from clients.
• Perform initial ticket triage for various platform issues.
• Monitor events, alerts and logs; collect evidence for incidents.
• Open and follow up tickets with internal teams or providers.
• Escalate to external providers when specialized analysis is needed.
• Track and drive progress toward resolution; keep clients updated.
• Ensure each request has an owner and proper routing.
• Coordinate backlog organization and prioritization.

Conhecimentos

Analytical thinking

Problem solving

Communication

Prioritization

SLA management

Formação académica

Bachelor’s degree in Computer Science or related field

Ferramentas

Jira

ServiceNow

ClickUp

Descrição da oferta de emprego

Responsibilities

• Receive, organize and log technical requests and issues reported by clients;
• Perform initial ticket triage for requests, errors, failures, incidents, game rounds, balance issues, bets, bonuses, login problems, games or any unexpected platform behavior;
• Monitor events, alerts and logs across different systems, acting preventively or correctively when necessary; collect evidence for incident investigation, including: screenshots; user IDs; round IDs; timestamps; amounts; operator; game; provider, etc.;
• Open and follow up tickets with internal teams or external providers when the issue requires specialized analysis;
• Request partner/provider checks for rounds, game histories, transactions and other technical occurrences; organize access, contacts and communication flows with providers, correctly identifying scenarios that require external escalation;
• Track provider handling until the final resolution of cases;
• Engage internal areas such as Product, Development, Integrations, DevOps, Information Security, IT and other teams involved in incident resolution;
• Monitor and drive the progress of requests with the teams responsible for analysis, fixes or solution delivery; keep clients updated on the status of tickets and incidents;
• Ensure all requests have an assigned owner, updated comments, correct status and appropriate routing;
• Interact with internal and external clients using corporate communication tools;
• Support coordination in organizing, prioritizing and tracking the backlog of requests.

Requirements

• Bachelor’s degree completed or in progress in Computer Science, Computer Engineering, Systems Analysis and Development, Software Engineering or related fields;
• Previous experience providing support for corporate systems and applications;
• Experience in incident analysis, root cause identification and change management;
• Knowledge of ITIL processes for classification and handling of incidents, problems and requests;
• Experience with application monitoring and troubleshooting;
• Familiarity with ITSM and ticketing tools such as Jira, ServiceNow, ClickUp or similar;
• Knowledge of system integrations, APIs, Web Services and messaging;
• Analytical skills and logical reasoning for problem solving;
• Comfortable analyzing logs, identifying failures and proposing solutions;
• Experience monitoring and meeting SLAs;
• Ability to document procedures, solutions and knowledge base articles;
• Ease interacting with business, development and operations teams.