Pleno Support Analyst (Fully Remote)

Brazil Security & IT; United States; Remote; USD 42,000 - 66,000; Full time

Job summary

Brazil Security & IT is seeking a proactive technical support specialist to investigate and resolve medium-complexity technical issues. You will perform detailed troubleshooting, apply proven solutions within SLAs, and maintain thorough documentation of all interactions to ensure clear ownership and traceability.

In this role you will act as a filter to improve first-contact resolution, help prevent escalations, and support junior team members.

Responsibilities

• You will investigate and resolve medium-complexity technical support requests, performing detailed troubleshooting and applying solutions within SLAs.
• You will serve as a technical filter to improve first-contact resolution, prevent escalations, and maintain accurate records of all interactions.
• You will support junior team members, identify recurring issues, and contribute to improving internal processes and knowledge resources.

Job description

• You will investigate and resolve medium-complexity technical support requests, performing detailed troubleshooting and applying solutions within SLAs.
• You will serve as a technical filter to improve first-contact resolution, prevent escalations, and maintain accurate records of all interactions.
• You will support junior team members, identify recurring issues, and contribute to improving internal processes and knowledge resources.