AI-Driven Support Operations Lead

Synopsys

Moreira

On-site

EUR 55,000 - 75,000

Full time

4 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Health benefits

Wellness benefits

Financial benefits

Job summary

Synopsys, Inc. is seeking an experienced technical support professional to join our Porto team.

You will own cases from intake to closure, investigate complex issues across tools, reports, and data, and communicate findings clearly to users and engineers. The role emphasizes methodical troubleshooting, data validation, and escalation when needed, with opportunities to shape automation and AI-enabled workflows.

Qualifications

Degree or Master’s in Information Engineering or related.
At least 5 years of relevant experience in application support, business systems support, technical operations, or a closely related field.
Strong technical troubleshooting skills across applications, reports, and their underlying data flows.
Working knowledge of SQL for investigating data issues and validating report results.
Experience investigating REST API behavior and using application logs to diagnose problems.
The ability to own cases through resolution while keeping users informed.
A disciplined approach to documentation, continuous improvement, and learning new support technologies.
Proactive about improving recurring activities.

Responsibilities

Managing assigned support cases in ServiceNow, including investigation, prioritization, user communication, resolution, and closure.
Providing hands‑on technical and functional support across tools, reports, and business processes.
Reproducing reported problems and performing targeted functional, integration, and regression testing to identify defects and isolate their causes.
Investigating report discrepancies by validating source data, queries, filters, transformations, and business rules against expected results.
Using SQL, API troubleshooting, application logs, and basic scripting to investigate issues and support repeatable diagnostic activities.
Resolving issues that do not require code changes, new process versions, or other product changes, within approved permissions and controls.
Escalating cases requiring product changes through Jira Cloud, documenting reproduction steps, expected and actual behavior, business impact, and supporting evidence.
Retaining ownership of user communication and case follow‑up after escalation, coordinating with the receiving team and confirming resolution before closure.
Creating and maintaining knowledge articles, troubleshooting guides, and support procedures.
Identifying recurring issues and contributing hands‑on improvements to support workflows, testing practices, automation, and AI‑enabled activities.
Working with the Support Operations Manager to apply agreed service practices and improve support quality.