N2 Support Analyst

Job not on LinkedIn

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 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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Robbu - Business Communication Solutions

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

💼 Consulting

🍽️ Food & Beverage

📣 Marketing

Consulting • Food & Beverage • Marketing

Robbu is a business communication solutions provider that specializes in omnichannel support, integrating various communication channels such as WhatsApp, Facebook Messenger, email, SMS, and voice. Founded in 2016, Robbu offers a suite of products including chatbots, customer experience management, and digital document delivery, enabling businesses to engage, sell, and support their customers efficiently across different platforms. With a focus on automation and real-time data, Robbu aims to enhance customer service and streamline marketing campaigns, serving clients globally including significant names in various industries.

📋 Description

• Provide Level 2 technical support, conducting in-depth analysis of incidents and issues reported by customers and the N1 team • Perform structured technical troubleshooting, including identification, reproduction, diagnosis, and resolution • Analyze system logs, requests, and integrations to identify failures • Perform API and integration testing using tools such as Postman • Run SQL queries to investigate inconsistencies, analyze data, and read and interpret stored procedures • Support the N1 team with technical guidance and qualified escalations • Collaborate with Engineering and Product teams to address bugs and improvements • Monitor incident metrics, including SLA compliance, recurrence, and impact • Document solutions and contribute to the knowledge base • Recommend continuous improvements to processes and products

🎯 Requirements

• Professional experience providing Level 2 (N2) technical support, investigating and resolving issues beyond basic user assistance • Intermediate SQL skills, including joins, filters, data analysis, and investigation of inconsistencies • Knowledge of REST APIs, including requests, HTTP methods, headers, and status codes • API testing experience with Postman or similar tools • Understanding of networking concepts, including HTTP/HTTPS, latency, and request behavior • Experience using DevTools to inspect requests, analyze the console, and debug issues • Log analysis and error identification skills • Knowledge of Agile methodologies, such as Scrum and Kanban • Currently pursuing or completed higher education in a technology-related field, such as Systems Analysis and Development, Computer Science, or a related discipline • Analytical and investigative mindset • Clear communication with technical and non-technical teams • Strong organization and ability to prioritize tasks • Sense of urgency and accountability • Collaboration and teamwork • Autonomy in investigation and decision-making • Ability to resolve problems quickly • Adaptability to changing conditions and dynamic environments • Experience providing support in SaaS environments is a plus • Knowledge of observability tools such as Grafana and Datadog is a plus • Experience with integrations, including webhooks and external APIs, is a plus • Basic knowledge of JavaScript, Python, or a similar language is a plus • Technical English for reading documentation is a plus

🏖️ Benefits

• Flash meal allowance • Health insurance • Alura corporate learning program • Day off • TotalPass • Life insurance • Course incentives