Support Analyst

About the Opportunity

We are supporting a client — a leading provider of business decisioning solutions and commercial data across Latin America and the Caribbean, with exclusive regional rights to the world's most widely used business identifier — in the search for a Support Analyst.

The company operates as a large-scale SaaS platform, serving as the "single source of truth" for risk and credit data across 43 markets, and is currently experiencing rapid growth in its technology infrastructure.

The Challenge

You will act as the "Level 1 of Engineering" within the Data Science & Engineering organization.

Your role is not focused on developing new products, but rather on technical support and troubleshooting. You will be the key point of contact for receiving incidents escalated by the Customer Success team, performing in-depth technical triage — including log and error analysis — and ensuring that specialized Level 2 teams receive accurately classified and well-documented issues.

This is an ideal opportunity for someone with a strong technical foundation who excels in organization, processes, and fast-paced problem solving.

Responsibilities

• Perform the initial technical triage of incidents reported by the Customer Success team;
• Analyze error logs and system messages to identify the root cause of issues;
• Run basic database queries to validate data inconsistencies;
• Classify, prioritize, and route tickets to specialized engineering squads;
• Ensure strict compliance with response and resolution SLAs;
• Manage ticket workflows through incident management tools;
• Maintain clear communication between business teams and technical teams throughout the resolution process.

Requirements

• Solid experience in intermediate to advanced-level technical support;
• Advanced English (essential for interacting with global teams and working with international documentation);
• Strong foundation in programming logic and the ability to read and understand code;
• Knowledge of SQL for performing data queries;
• Highly organized, disciplined with deadlines, and excellent written communication skills;
• Maturity to work in a technical support and triage-focused environment (this is not a software development-focused role).

Nice to Have

• Fluent or advanced Spanish (with a focus on the Mexican, Peruvian, and Argentinian markets);
• Experience working with credit products, Business Intelligence, or B2B data companies;
• Familiarity with modern ticketing and incident management tools.

Position Details

📍 100% Remote

💼 Employment type: CLT

Benefits

• Meal/Food Allowance (VR/VA) via Caju Card: R$31.00
• Education Allowance via Caju Card: R$100.00
• AMIL Health Insurance with co-payment / AMIL Dental Insurance with no co-payment
• Partnerships with FEI, FIAP, and FGV offering discounts on undergraduate and postgraduate programs
• Partnership with a private English teacher
• Partnership with CNA for language courses
• Individual Development Plan (IDP)
• reimbursement of up to R$128.00

🌎 Opportunity to work within a global data ecosystem with a strong presence across Latin America.

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