Technical Support Analyst

+A Educação

. Provide customer service and technical support to external clients through Zendesk or similar tools .

Posted 10/7/2026full-timePorto Alegre • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing technical support for digital platforms and web applications, with strong skills in log analysis, incident investigation, and troubleshooting. Proficient in using customer support tools and managing system integrations while ensuring effective communication and documentation.

Highest-signal resume keywords

Technical Support for Digital PlatformsLog Analysis and TroubleshootingZendesk or Similar ToolsSystem Integrations and APIsSQL Queries and Relational Databases

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Log AnalysisIncident InvestigationTroubleshootingSQL QueriesProcess AutomationTechnical DocumentationSystem MonitoringKnowledge-Centered Service (KCS)Windows Operating SystemIOS Operating System

Soft Skills

Excellent Communication SkillsAnalytical ApproachOrganizational SkillsCollaborative Problem-SolvingSelf-Directed

Tools & Technologies

ZendeskFreshdeskServiceNowPower AutomateN8n

Industry Keywords

Information TechnologySystems AnalysisDigital PlatformsWeb ApplicationsIT Service Management

Tech Stack

Tools & technologies

AndroidiOSServiceNowSQL

About the role

Key responsibilities & impact

Provide customer service and technical support to external clients through Zendesk or similar tools
Log, track, diagnose, and resolve technical tickets and incidents
Investigate issues related to systems, applications, and digital platforms
Analyze logs and technical information to identify root causes and propose solutions
Escalate more complex tickets to the appropriate teams and follow through to resolution
Keep customers informed about the progress of support requests, ensuring clear and effective communication
Monitor systems and applications, contributing to the stability, availability, and performance of environments
Document procedures, recurring solutions, and best practices, contributing to the continuous improvement of the knowledge base
Support integrations between systems and platforms, ensuring compatibility and proper operation
Contribute to continuous improvement, automation, and technological advancement initiatives for support processes

Requirements

What you’ll need

Completed or ongoing higher education in Information Technology, Systems Analysis and Development, Computer Science, Information Systems, or a related field
Experience providing technical support for digital platforms, web applications, and/or corporate environments
Knowledge of Windows, Android, and iOS operating systems
Familiarity with customer support and IT service management tools (Zendesk, Freshdesk, ServiceNow, or similar)
Knowledge of log analysis, incident investigation, and troubleshooting
Excellent verbal and written communication skills
Analytical, organized, collaborative, and self-directed approach to problem-solving
Spanish proficiency
Experience with system integrations and APIs
Knowledge of relational databases and SQL queries
Experience with technical documentation and knowledge bases, especially using KCS (Knowledge-Centered Service) practices
Knowledge of process and workflow automation using Power Automate, n8n, scripts, or Artificial Intelligence agents
Experience monitoring and analyzing the performance of systems and applications
Graduate degree or specialization in IT Management, Infrastructure, Information Security, IT Governance, or a related field

Benefits

Comp & perks

Meal allowance, food allowance, and transportation allowance
Medical and dental insurance, with 100% of the monthly premium covered by the company
Childcare assistance for mothers
Wellhub (Gympass): access to more than 250 activities at over 50,000 gyms
Profit-Sharing Program (PPR), tied to the achievement of goals and objectives
A day off during your birthday month to celebrate with your loved ones
Education assistance for undergraduate, graduate, and language courses, plus discounts at partner institutions