Sensedia is seeking a Support Analyst to join our team. You will provide technical support to clients, investigating problems, guiding users, and collaborating with internal teams to resolve challenges of varying complexity. Your core responsibility will be to ensure the best possible customer experience while using the company's products.
What You'll Do
- Handle support inquiries via ticket and occasionally by video call.
- Respond to customer questions and issues, managing multiple tickets simultaneously.
- Register, categorize, and prioritize tickets according to defined SLAs.
- Conduct platform testing to validate questions and reported problems.
- Escalate more complex issues to other support levels when necessary.
- Analyze and debug code (with guidance for more complex cases).
- Integrate with various company areas such as consulting, engineering, and customer success.
- Monitor open issues with the engineering team and update the client on treatment progress.
- Participate in team and company meetings, even if online.
- Contribute to meeting individual and team performance indicators and goals.
- Understand and stay updated on the latest product features, their dependencies, the underlying technology stack, and operational impact.
- Develop technical content (solution documentation, FAQs, etc.).
- Partner with clients, seeking to understand their needs and provide the best possible support.
What We're Looking For
- Clear and assertive communication (verbal and written).
- Knowledge of concepts and practices related to APIs using RESTful design standards.
- Ability to manage tools and interpret input/output data to diagnose system behavior and identify problems.
- Ability to prioritize and effectively escalate customer issues as needed.
- Basic programming logic knowledge.
- Basic knowledge of relational and non-relational databases and structuring simple queries.
- Familiarity with API functional testing tools (Postman, cURL, SoapUI).
- Complete or in-progress degree in technology or related fields.
Nice to Have
- Previous experience in N1 and/or N2 technical support.
- Knowledge of API documentation using OpenAPI Specification (Swagger) and business flows.
- Familiarity with ticket and incident management tools (Zendesk, Jira, etc.).
- Knowledge of scripting languages (e.g., JavaScript, Python, etc.).
- Intermediate English and/or Spanish.
Technical Stack
- RESTful APIs
- Postman, cURL, SoapUI
- JavaScript, Python
- OpenAPI Specification (Swagger)
- Zendesk, Jira
Team & Environment
You will collaborate closely with areas of consulting, engineering, and customer success.
Benefits & Compensation
- Meal Allowance/Food Allowance (Flash benefit card)
- Health Plan
- Dental Plan
- Life Insurance
- PPR
- TotalPass
- Nursery Assistance
- Well-Being Program (for physical and mental health)
- Corporate University (#SensediaAcademy), with various development tracks
- Cultural and educational partners, with special discounts
- Extended maternity and paternity leave
Work Mode
This role is open globally. Our office locations are in Campinas and São Paulo, Brazil.
This opportunity is also open to PCD (People with Disabilities). We promote increasingly diverse teams and plural work environments.
