Support Analyst | Junior LATAM (13327)

Role Summary

Here we connect the world

Sensedia is a leader in the API market, offering integration and consultancy solutions to large companies in Brazil and around the world, in a variety of sectors. Its portfolio, in addition to an API Management platform, includes Sensedia Integrations, Service Mesh, API Adaptive Governance, Events Hub, Open Banking & Finance and strategic Professional Services teams.

Working here means belonging to a plural, relaxed and innovative culture. It is for those who have the courage to go further, think and act outside the box. We prefer to apologize rather than ask for permission and we are always willing to transform and reinvent ourselves.

Our people are incredible and you can be part of it all. We are committed to ensuring a welcoming and respectful work environment.

What is the mission of the Position?

Provide technical support to our customers, offering solutions with empathy and proactivity, ensuring that they have the best possible experience when using our products. This person will be responsible for investigating technical problems, guiding users and collaborating with internal teams to solve challenges of varying complexity.

Responsibilities

• What will your day-to-day activities be?
• Understand and stay up to date on the latest features of our products, their dependencies, the underlying technology stack and their operational impact;
• Provide assistance via Zendesk and, occasionally, via video call, ensuring compliance with defined Service Level Agreements (SLA), carrying out investigations, diagnoses and resolving incidents, problems and doubts related to our products and/or services, contributing to continuity and availability;
• Work together with multidisciplinary teams such as customer success, product engineering and consultancy; * Prepare, review and improve technical documentation; * Analyze and interpret infrastructure logs;
• Analyze and debug codes;
• Act as a communication bridge between the support and engineering teams, mediating and escalating their needs in a clear and objective way to support the platform, prioritizing services and seeking creative and effective resolutions;
• Participate in meetings and gatherings of the area and the company, even online;
• Analyze and improve support processes, identifying obstacles and acting proactively to optimize our customers' experience;
• Be a partner with our customers, seeking to understand their needs and offering the best support possible.

Here you will find

Meal Voucher/Food Voucher (Flash benefit card), Health Plan, Dental Plan, Life Insurance, PPR, TotalPass, Daycare Assistance, Well-Being Program (designed for physical and mental health), Corporate University (our # Sensedia Academy), with several development paths; Cultural and educational partners, with special discounts; We are a corporate citizen, providing maternity leave and extended paternity leave.

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Requirements

What are the mandatory requirements for this position?

• Spanish (will work with Latam clients)
• Sense of prioritization and excellent communication skills (oral and written) to transmit information clearly and objectively to different interlocutors;
• Basic knowledge of HTTP requests (Set up calls, execute them, identify their methods, know the status codes, etc.);
• Ability to read and analyze codes and service health dashboards (e.g.: various logs, Chrome Dev Tools, JSON, Grafana, Kibana, etc.);
• Knowledge of API testing tools (e.g.: Postman, cURL and SoapUI);
• Solid knowledge of APIs and integrations between systems;
• Experience in code analysis and debugging (JavaScript and/or Java);
• Intermediate knowledge of SQL and structuring queries;
• Ability to document bugs, exceptions and unexpected behaviors adapting to different audiences;
• Completed or ongoing training in technology or related areas.
• What will be the different requirements for this position?
• Relevant experience in technical support and customer service on a Saas platform
• Practical knowledge of ITIL fundamentals and Service Level Agreements (SLA), including incident management concepts, problems and service requests, adopting best practices and specific procedures for each type of call, aiming for efficiency and quality of support;
• Knowledge of Apache Camel, with a focus on analyzing and troubleshooting integrations.
• Investigative profile and ability to interpret official documentation required, understanding the configuration and interaction between platform components and parameters.