Support Analyst

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Werecruiter

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2020

A Werecruiter fornece inteligência em recrutamento para área de tecnologia, com um processo de aquisição de talentos estruturado pelo olhar humanizado das recrutadoras e por tecnologias para medir a aderência técnica e cultural dos profissionais.

📋 Description

• Provide Tier 2 technical support for the Lyceum platform. • Analyze, investigate, and resolve incidents related to academic and administrative modules and system integrations. • Identify root causes and propose permanent solutions to prevent recurrence. • Execute database queries for problem analysis and diagnosis. • Read and interpret application logs. • Assist clients in using the platform and clarify technical questions. • Work closely with Development, Product, Implementation, and Infrastructure teams. • Monitor critical incidents and ensure SLAs are met. • Produce technical documentation and contribute to the knowledge base. • Support validations related to new releases, fixes, and changes in the production environment. • Contribute to continuous improvements in support and service processes.

🎯 Requirements

• Bachelor's degree in Information Technology, Information Systems, Computer Engineering, Systems Analysis and Development, or a related field. • Experience providing technical support for enterprise systems. • Experience in application maintenance or Tier 2 support. • Experience in incident analysis and handling. • Experience in root cause analysis and problem resolution. • Experience with relational databases. • Experience writing SQL queries. • Experience with ticketing systems. • Experience providing customer support. • Experience reading and interpreting application logs. • Experience with ERP or integrated systems. • Experience with SaaS platforms. • Experience with educational management systems. • Experience with academic and administrative processes of educational institutions. • Experience with APIs and system integrations. • Experience with cloud environments. • Experience with application monitoring. • Experience working in Windows and Linux environments. • Experience with agile methodologies (Scrum and Kanban). • Experience producing technical documentation and maintaining a knowledge base. • Experience supporting multiple clients simultaneously. • Experience managing priorities and meeting SLAs.

🏖️ Benefits

• Medical insurance • Meal or food voucher (VA or VR) • Birthday day off • Paternity leave • Childcare assistance • Home office allowance