Technical Support Analyst – Senior Applications

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Iterative;

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

💼 Consulting

📣 Marketing

🎯 Recruiter

Consulting • Marketing • Recruitment

Iterative; is a tech company that develops custom software, web and mobile applications and delivers digital products and solutions tailored to business operations. They offer Squad-as-a-Service (multidisciplinary engineering teams), support and maintenance, tech talent allocation and hunting/recruitment services, and Data & Analytics to turn data into actionable insights. Iterative; also operates an incubator for startups and focuses on helping companies reduce costs, increase productivity, and scale digital solutions.

📋 Description

• Perform initial analysis of incidents escalated by the Support team • Investigate the technical context by analyzing logs, error messages and other available information • Assess the severity, priority and SLA of tickets • Route incidents to the responsible technical teams, providing sufficient context to support resolution • Monitor ticket progress and take action to ensure agreed deadlines are met • Maintain clear communication between Support and Engineering during incident handling • Identify recurring issues and contribute to support process documentation and improvements

🎯 Requirements

• Experience in Technical Support, Application Support, Service Desk or incident management • Ability to interpret logs and error messages • Basic programming and query skills sufficient to support problem investigation • Experience managing tickets, priorities and SLAs • Organized and able to handle multiple incidents simultaneously • Good communication skills and ease interacting with technical teams • Advanced English • Spanish for communication with Latin American markets is a plus • Experience with ticketing and incident management tools is a plus • Knowledge of credit-related or B2B data solutions is a plus

🏖️ Benefits

• Meal/food allowance (VR/VA) • Education allowance • AMIL health plan with copayment • AMIL dental plan without copayment • Partnerships with FEI, FIAP and FGV offering discounts on undergraduate and postgraduate courses • Partnership for private English tutoring • Partnership with CNA for language courses • Individual development plan • Internet reimbursement