Business Tech Analyst I (E-Commerce)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Business Tech Analyst I (E-Commerce) based in Brazil.

As a Business Tech Analyst I, you will support the stability and performance of a large-scale e-commerce ecosystem.

You will act as an important first point of contact for incidents affecting digital commerce operations.

The role combines technical investigation, API monitoring, incident management, and stakeholder communication.

You will analyze logs and reports to identify issues, accelerate resolution, and help maintain strong service levels.

When specialized intervention is required, you will coordinate escalations to the appropriate technical squads and maintain clear communication throughout.

You will also contribute to incident metrics, process improvements, and the continuous evolution of e-commerce support practices.

This is an opportunity to grow your technical expertise while working in a dynamic, collaborative technology environment.

Accountabilities:

• Provide first-level support and initial troubleshooting for e-commerce incidents and service requests originating from commercial, operations, technology teams, or automated alerts.
• Monitor APIs and relevant e-commerce services, identifying potential issues and responding proactively to incidents.
• Investigate incidents using logs, reports, monitoring tools, and other available technical resources to identify causes and pursue the fastest viable resolution.
• Maintain accurate incident descriptions, statuses, and updates in Business Map and ServiceNow throughout the incident lifecycle.
• Escalate incidents to the appropriate N3 technical squad when resolution requires specialized expertise, while continuing to coordinate with the requester and ensuring appropriate follow-up.
• Communicate clearly with stakeholders regarding incident status, expected next steps, and resolution progress.
• Support the collection, consolidation, and presentation of incident and service-request metrics.
• Contribute ideas and initiatives that improve internal processes, support efficiency, service quality, and the overall e-commerce experience.

Requirements:

• Experience providing customer or internal-user support, with strong interpersonal skills and the ability to collaborate effectively with different teams and stakeholders.
• Strong communication skills, including confidence participating in stakeholder meetings and helping colleagues make effective use of tools and services.
• A dynamic, self-managed, and adaptable approach to supporting multiple areas of an e-commerce operation.
• Analytical problem-solving skills, including the ability to investigate technical issues, consolidate information, analyze logs, and support root-cause identification.
• Demonstrated interest in learning, developing new technical skills, and taking on new challenges.
• Proactive mindset with an interest in innovation and continuous process improvement.
• Experience working with software platforms, integrations, and application support or maintenance.
• Previous experience in an e-commerce environment or supporting e-commerce platforms.
• Knowledge of ITIL fundamentals and Agile methodologies.
• Technical understanding of log and application analysis.
• Familiarity with monitoring tools for applications and logs is a plus.
• Knowledge of SQL and/or NoSQL databases is desirable.
• Understanding of HTTP protocols and REST APIs is an advantage.
• Familiarity with microservices architectures is a plus.
• Experience with problem management is desirable.

Benefits:

• Flexible medical and dental insurance plans.
• Medication assistance and healthcare support for eligible family members.
• Free psychotherapy sessions and 24/7 telemedicine.
• Ongoing health, mental wellness, prevention, and vaccination programs.
• Meal allowance or access to a local restaurant, plus an additional food allowance at Christmas.
• Discounts of up to 40% across the company's brand ecosystem.
• Gympass/TotalPass access to gyms and sports studios.
• Home-office allowance for eligible hybrid and remote work arrangements.
• Birthday day off.
• Pet health insurance, partner discounts, and travel/accommodation benefits.
• Extended parental leave: up to 180 days for mothers and 120 days for fathers.
• Support programs for parents of children with specific needs, plus childcare/education assistance.
• School-material assistance and child nutrition support.
• Dedicated legal, psychological, and social guidance.
• Private pension plan and life insurance.
• Financial support related to the loss of parents and payroll-deductible loan options.
• Transportation allowance and parking, according to the applicable work model.
• Benefits packages may vary according to role eligibility and work arrangement.