Senior Analyst – Technical Support and Sustaining, Platform Engineering

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Grupo Boticário

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2010

🏭 Manufacturing

🍽️ Food & Beverage

💄 Beauty

Manufacturing • Food & Beverage • Beauty

Grupo Boticário is a leading Brazilian beauty company founded in 1977 that emphasizes innovation in beauty solutions while promoting love and inclusivity. The company offers a diverse portfolio of beauty products, including skincare, makeup, and wellness items, while also championing entrepreneurship and social impact through its foundation and various initiatives. Grupo Boticário is recognized for its commitment to sustainability, accessibility, and high-quality products, making it one of the largest beauty platforms in Latin America.

📋 Description

• Investigate and diagnose complex, high-severity incidents at the N3/N4 level • Analyze logs and trace transactions using APM and Distributed Tracing • Query SQL and NoSQL databases to diagnose failures • Lead the lifecycle of critical incidents and coordinate war rooms • Ensure strict SLAs are met when resolving support tickets • Conduct post-mortems and root cause analyses (RCAs) to prevent recurrence • Analyze business impact beyond basic infrastructure monitoring • Analyze business rules and application flows for financial applications • Design, create, and calibrate intelligent dashboards and alerts (SLIs/SLOs) • Monitor system and external partner performance indicators, including acquirers, sub-acquirers, and payment methods • Collaborate with development squads on the continuous improvement of applications • Map and standardize operational support processes • Architect troubleshooting workflows in the knowledge base • Ensure minimum observability and documentation standards for newly supported products

🎯 Requirements

• Solid hands-on experience with New Relic, focusing on APM, logs, Distributed Tracing, and NRQL • Experience with Grafana for dashboards and metric correlation, or equivalent tools • Advanced proficiency in complex queries across SQL and NoSQL databases • Ability to extract and transform transactional and business metrics into proactive alerts • Practical experience with ITIL, including Incident Management, Problem Management, and post-mortems, integrated with observability • Knowledge of SLAs, SLIs, thresholds, and application health metrics • Hands-on experience using Generative AI and LLMs as copilots for troubleshooting • Knowledge of acquiring, sub-acquiring, fintech, or large e-commerce/retail platforms • Excellent communication, interpersonal coordination, and storytelling skills for executive presentations • Experience coordinating critical incidents, war rooms, post-mortems, and RCAs • Analytical mindset for translating system behavior into financial and operational impacts • Ability to collaborate with development, product, business, and external supplier teams • Strong prioritization, proactivity, autonomy, and ability to work in dynamic environments

🏖️ Benefits

• Flexible medical and dental insurance plans • Prescription assistance and healthcare allowance for family members • Free psychotherapy sessions and 24/7 telemedicine • Ongoing prevention, mental health, and vaccination programs • Meal vouchers (or on-site restaurant) and food allowance (with an extra voucher at Christmas) • Discounts of up to 40% on brands within our ecosystem • Gympass/TotalPass membership for gyms and sports studios • Home office allowance for hybrid and remote work arrangements • Birthday day off • Pet health insurance, partner discounts, and travel/accommodation programs • Extended parental leave (180 days for mothers and 120 days for fathers) • Support for parents of children with special needs and childcare assistance • School supplies allowance and child nutrition credit • Dedicated legal, psychological, and social support • Private pension plan and life insurance • Bereavement support following the loss of parents and payroll-deducted loans • Transportation allowance and parking (according to the work arrangement) • Enhanced policy for fully compensated on-call duty