Deliver high-quality Level 1 and Level 2 technical support to customers, including investment banks, ensuring timely and effective resolution of incidents and requests.
Act as the primary escalation point for complex, high-impact, or business-critical issues, driving them to resolution with urgency and accountability.
Serve as a senior technical reference for the team, providing guidance on troubleshooting, best practices, and effective customer communication.
Apply ITIL best practices across incident, problem, and request management to ensure consistent and efficient service delivery.
Perform root cause analysis (RCA) to identify underlying issues, proactively detect trends, and implement preventive measures.
Investigate and resolve technical issues involving APIs, system integrations, logs, and data formats such as XML and JSON.
Mentor and support junior analysts, enhancing their technical capabilities and improving first-contact resolution rates.
Identify gaps in processes, documentation, and tools, and lead continuous improvement initiatives to optimize support operations.
Collaborate closely with Engineering and Product teams to address recurring issues and improve system reliability and user experience.
Manage customer escalations with professionalism, ensuring clear communication and maintaining strong client relationships.
Act as a liaison between local support operations in Brazil and global stakeholders, ensuring alignment and effective communication across regions.

Strong experience in IT Support / Service Desk roles, with senior-level exposure in software or SaaS.
Demonstrated ability to work independently on complex investigations beyond basic L1 troubleshooting.
Strong knowledge of ITIL practices, including Incident, Problem, and Change Management (certification is a plus).
Experience with ITSM tools (e.g., Jira, Zendesk, or similar).
Practical experience troubleshooting APIs and integrations, and using tools such as Postman.
Comfortable working with logs, system behavior, and data formats (XML/JSON).
Strong analytical and problem-solving skills, with the ability to troubleshoot complex platform and integration issues.
Confident communicator, able to manage customer escalations calmly and professionally.
Fluent in English (written and spoken).

Senior Service Analyst

Key skills