Business Tech Analyst I (E-commerce) - Vaga Afirmativa para Mulheres

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) - Vaga Afirmativa para Mulheres based in Brazil.

This role supports the day-to-day reliability and continuity of e-commerce operations by handling initial incident response and technical support. You will monitor APIs, investigate issues through logs and reports, and coordinate with stakeholders to resolve problems efficiently. The position combines analytical troubleshooting with strong communication across commercial, operations, and technology teams. You will help maintain accurate incident records, improve response times, and ensure issues are escalated effectively when specialized support is required. The role also provides exposure to e-commerce platforms, integrations, monitoring, APIs, databases, and agile ways of working. It is a strong opportunity for someone who enjoys solving problems, learning continuously, and contributing to process improvements in a dynamic technology environment.

Accountabilities:

• Provide initial support and troubleshooting for e-commerce incidents and service requests originating from commercial, operations, technology teams, or automated alerts.
• Perform routine monitoring of APIs and communicate effectively with relevant stakeholders while keeping incident descriptions and statuses updated in Business Map and ServiceNow.
• Investigate incidents using logs, reports, and available technical tools to identify issues and implement the fastest appropriate resolution whenever the issue falls within the role’s scope.
• Escalate incidents to the appropriate N3 squad when specialized intervention is required, while maintaining communication with the requester and ensuring accurate updates throughout the resolution process.
• Track incidents and requests to support SLA performance, ensuring that information, actions, dependencies, and statuses remain clear and up to date.
• Support the collection, consolidation, and presentation of metrics and reports related to incidents and service requests.
• Identify recurring issues and opportunities for process improvements, contributing proactively to more efficient and reliable e-commerce support operations.

Requirements:

• Demonstrate an analytical profile with the ability to investigate errors, interpret logs, identify patterns, and consolidate technical information to support root-cause analysis.
• Have a foundational understanding of ITIL and Agile methodologies, along with experience supporting software platforms and integrations.
• Bring experience working with e-commerce platforms and their operational or technical support environments.
• Have experience providing customer service or support to internal or external users, with strong communication and relationship-building skills.
• Be dynamic, organized, and self-managed, with the ability to support different areas of an e-commerce operation and manage competing priorities.
• Demonstrate a strong willingness to learn, adapt to new technologies, and develop new technical and operational skills.
• Be proactive in identifying opportunities for innovation and improving internal processes and support practices.
• Experience with problem management, application and log monitoring tools, SQL or NoSQL databases, HTTP protocols, microservices, and REST APIs is considered a plus.

Benefits:

• Flexible medical and dental plans designed to support employees and their families.
• Medication assistance and health allowance for eligible family members.
• Free psychotherapy sessions and 24-hour telemedicine access.
• Ongoing programs focused on prevention, mental health, and vaccination.
• Meal allowance or access to a local restaurant, plus food allowance and an additional Christmas allowance.
• Discounts of up to 40% across the beauty ecosystem.
• Gympass/TotalPass access to gyms and sports studios.
• Home office allowance for eligible hybrid and remote work arrangements.
• Birthday day off to celebrate in your own way.
• Pet health plan, partner discounts, and travel and accommodation programs.
• Extended parental leave of 180 days for mothers and 120 days for fathers.
• Support for parents of children with special needs, plus childcare and education assistance.
• School supply allowance and child nutrition credit.
• Dedicated legal, psychological, and social support.
• Private pension and life insurance.
• Support in the event of parental bereavement, plus payroll-deducted loan options.
• Transportation allowance and parking, according to the applicable work model.
• Benefits packages are adapted according to role eligibility and work arrangement.