Systems Support Analyst – Level 2

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November 25

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Estratégia Concursos

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Education • B2C

Estratégia Concursos is a Brazilian online education company that provides preparatory courses, study materials, question banks and live classes for public-service (concursos) and professional exams. The platform offers video lessons, downloadable PDFs and audio, targeted study bundles, forums for student support, subscription plans and exam-specific content and reviews aimed at helping students pass judicial, administrative, banking and other government exams.

501 - 1000 employees

Founded 2011

📚 Education

👥 B2C

📋 Description

• Work as Level 2 support within the Technology team; • Provide support via internal channels and ticketing tools (JIRA and/or Zendesk), guiding internal customers (Level 1 support) to a resolution; • Act as the interface between the Level 1 support team and the Technology area; • Analyze requirements documentation (technical and functional) to understand product rules and the issue to be resolved; • Reproduce issues reported by customers in the internal test environment and, when necessary, escalate to the responsible team for product fixes; • Support the development team in validating fixes; • Implement and propose improvements to documentation and processes; • Monitor the production environment proactively and reactively; • Participate in and deliver internal training, preparing instructional materials and developing other team members (Level 1 Support).

🎯 Requirements

• Previous experience providing technical systems support; • Experience supporting internal customers and software systems; • Experience with task/ticket management tools; • Basic experience with Linux operating systems and databases (interpreting SQL scripts); • Familiarity with programming concepts (e.g., API calls, general testing, etc.); • Knowledge of JIRA and Zendesk; • Knowledge of monitoring tools such as Grafana, Zabbix and/or New Relic; • Understanding of Cloud Computing concepts; • Previous experience in Technology and Education sectors; • Ability to analyze application logs (troubleshooting); • Ability to assess impact on users/business stakeholders.

🏖️ Benefits

• Competitive salary • Remote work policy • Meal or food allowance (R$ 845.00 / month) • Amil health plan • Amil dental plan • Remote work allowance • Life insurance • Gympass/Totalpass • Day off on your birthday • Corporate agreement with Sesc • Full access to Estratégia platforms.