Systems Support Analyst – Application Support, QA

Jobtailor; São Paulo; Presencial; BRL 90 000 - 150 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo seeks an experienced professional to own functional support for our internal systems. You will receive, classify, prioritize and track tickets through resolution, ensuring SLAs are met and collaborating with Product, Development, and vendors.

You will perform functional (QA) tests on new features, create test scripts, validate integrations with external partners, and help improve support processes while maintaining clear communication across teams.

Qualificações

• Minimum 5 years' experience providing support for applications or corporate systems.
• Experience with ticketing/issue management tools (Jira, Linear, Zendesk, Freshdesk, ServiceNow or similar).
• Knowledge of functional testing and system acceptance (UAT).
• Strong analytical skills for problem investigation.

Responsabilidades

• Own functional support for internal systems and manage incident lifecycle.
• Receive, classify, prioritize and track tickets through resolution with SLAs.
• Perform initial incident investigations and collect evidence for developers.
• Execute functional (QA) tests on new features, fixes and improvements before production release.
• Create and execute test scripts and record validation evidence.
• Validate integrations between internal systems and external partners.
• Monitor application behavior and identify anomalies or improvements.
• Interface between business users, Product, Development, Infrastructure and external vendors.
• Follow up on critical incidents and communicate status and ETA.
• Assist in user acceptance testing of new features with business areas.
• Identify recurring root causes and propose process or product improvements.
• Create and maintain functional documentation, knowledge base articles and procedures.
• Support training and guide users on correct system usage.
• Participate in defining and improving support and quality processes.

Conhecimentos

Functional Support Ownership

Incident Management

Functional Testing

User Acceptance Testing (UAT)

Analytical Problem Investigation

Exploratory Testing

Regression Testing

Process Documentation

REST APIs Knowledge

Ferramentas

Jira

Linear

Zendesk

Freshdesk

ServiceNow

Postman

Insomnia

Descrição da oferta de emprego

• Serve as the owner of functional support for the company's internal systems.
• Receive, classify, prioritize and track tickets through to resolution, ensuring SLAs are met.
• Perform initial incident investigations, collecting evidence, logs and information to facilitate development teams.
• Execute functional (QA) tests on new features, fixes and improvements before production release.
• Create and execute test scripts (test cases) and record validation evidence.
• Validate integrations between internal systems and external partners.
• Monitor application behavior and identify anomalies or opportunities for improvement.
• Act as the interface between business users, Product, Development, Infrastructure and external vendors.
• Follow up on critical incidents, maintaining clear communication about status, impact and estimated resolution time.
• Assist in user acceptance testing of new features alongside business areas.
• Identify recurring root causes and propose process or product improvements.
• Create and maintain functional documentation, knowledge base articles and operational procedures.
• Support training and guide users on correct system usage.
• Participate in defining and continuously improving support and quality processes.

Requirements

• Minimum 5 years' experience providing support for applications or corporate systems.
• Experience with ticketing/issue management tools (Jira, Linear, Zendesk, Freshdesk, ServiceNow or similar).
• Knowledge of functional testing and system acceptance (UAT).
• Strong analytical skills for problem investigation.
• Experience with exploratory testing and regression testing.
• Prior experience documenting processes and incidents.
• Excellent written and verbal communication skills.
• Knowledge of REST APIs and experience with tools such as Postman or Insomnia.
• Organized and able to handle multiple concurrent demands.
• Collaborative mindset with a focus on user experience.
• Experience in technology companies, fintechs or iGaming (Required).

Core Competencies

Demonstrates expertise in functional support for internal systems, with a strong focus on incident management, functional testing, and user acceptance testing. Proficient in documenting processes and improving support quality while maintaining effective communication across teams.

Highest-signal resume keywords

• Functional Support Ownership
• Incident Management
• Functional TestingUser Acceptance Testing (UAT)
• Analytical Problem Investigation

ATS Optimization Keywords

Hard Skills

• Functional Testing
• User Acceptance Testing (UAT)
• Analytical Skills
• Exploratory Testing
• Regression Testing
• Process Documentation
• REST APIs Knowledge

Soft Skills

• Excellent Communication Skills
• Organizational Skills
• Collaborative Mindset

Industry Keywords

• Technology Companies
• Fintech
• IGaming

Tools & Technologies

• Jira
• Linear
• Zendesk
• Freshdesk
• ServiceNow
• Postman
• Insomnia