Support Analyst, Brazil

We are seeking a highly skilled and analytical L3 Support Analyst to join our technical operations team. As an L3 engineer, you will serve as the ultimate technical escalation point, solving our most complex product issues, debugging production environments, and bridging the gap between Customer Support and Core Software Engineering.

If you enjoy root-cause troubleshooting, digging into code or logs, optimizing complex systems, and mentoring junior engineers, this role is for you.

Key Responsibilities:

• Tier 3 Escalations: Act as the highest level of technical escalation for critical, complex, and unscripted customer issues that cannot be resolved by L1/L2 teams.
• Root Cause Analysis (RCA): Perform deep-dive technical troubleshooting, debugging code, inspecting database logs, and analyzing network/APM metrics to identify root causes.
• Engineering Alignment: Partner directly with Core Software Engineering and DevOps teams to deliver bug fixes, emergency hotfixes, and system patches.
• Incident Management: Lead technical response efforts during Major Incidents (P1/P0 outages), running triage, minimizing downtime, and writing Post-Mortem reports.
• Tooling & Automation: Build internal tools, diagnostics scripts, and monitoring dashboards to streamline issue detection and resolution.
• Knowledge Sharing: Mentor L1/L2 support analysts, document complex technical workflows, and maintain our internal technical knowledge base.

Requirements & Qualifications

Must-Haves:

• 2+ years of hands-on experience in Tier 3 Technical Support, Application Support, or Systems Engineering.
• Code & Scripting Proficiency: Ability to read, debug, and script in at least one primary language (e.g., Python, Java, Node.js, C#, or Go).
• Databases & Querying: Advanced proficiency in SQL (PostgreSQL, MySQL) and experience with NoSQL systems (MongoDB, Redis) for complex data querying and troubleshooting.
• Cloud & Infrastructure: Hands-on experience troubleshooting applications hosted on AWS, Azure, or GCP.
• APIs & Web Technologies: Deep understanding of RESTful APIs, gRPC, microservice architecture, and web protocols (HTTP/S, TLS, DNS, WebSockets).
• Observability Tools: Experience with APM, logging, and monitoring platforms (e.g., Datadog, Splunk, New Relic, ELK Stack, Grafana)
• Communication: Excellent written and verbal English communication skills, capable of translating complex technical issues to both non-technical stakeholders and developers.

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