Support Analyst, Mid-Level

DINAMO Cyber Security Company

. Provide customer service and technical support via the ticketing platform, calls, and in person .

Posted 10/22/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support and customer service, with a strong focus on troubleshooting applications, API integrations, and system diagnostics. Proficient in creating technical documentation and delivering training, while ensuring adherence to service level agreements and best practices.

Highest-signal resume keywords

Technical SupportAPI Integration TroubleshootingIncident DiagnosticsCustomer Service Best PracticesTechnical Documentation Creation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

PythonJavaC#JavaScriptAPI TroubleshootingLinuxWindowsNetworking (TCP/IP)GitScripting (Python, Bash, PowerShell)

Soft Skills

ResilienceAbility to Manage Multiple Demands Under PressureLeadership in Technical Meetings

Tools & Technologies

PostmanInsomniaDockerKubernetesTicketing System

Industry Keywords

Information Security Best PracticesCustomer Support MethodologiesTechnical TrainingDigital CertificatesPKI Environments

Tech Stack

Tools & technologies

DockerJavaJavaScriptKubernetesLinuxPythonSOAPTCP/IP

About the role

Key responsibilities & impact

Provide customer service and technical support via the ticketing platform, calls, and in person
Meet established SLAs and the specifications of each contract
Document and update procedures and create technical materials
Support the creation of content for support and project teams
Perform in-depth incident diagnostics at the application and infrastructure levels
Identify root causes and propose permanent solutions in collaboration with the Engineering team
Train new members of the support team
Deliver technical training to customers when necessary
Monitor operational metrics and suggest improvement initiatives
Proactively follow up on tickets and ensure clear communication with customers
Assist with technical events or solution presentations
Support customers with product, service, and API integration configuration
Review existing technical documentation
Ensure the ongoing updating of ticketing system records
Participate in the on-call rotation according to the monthly schedule
Provide technical support for software integrations and project deliveries
Participate in technical alignment and architecture meetings with customers
Support Engineering with testing, equipment maintenance, validation of new features, and bug verification
Support Infrastructure with equipment installation/uninstallation and cable routing

Requirements

What you’ll need

Ability to read and interpret source code (e.g., Python, Java, C#, or JavaScript) for troubleshooting and root-cause identification
Hands-on experience consuming and troubleshooting APIs (REST/SOAP) using tools such as Postman or Insomnia
Advanced experience troubleshooting applications, analyzing system logs, and reading stack traces
Proficiency in Linux and Windows
Solid knowledge of networking (TCP/IP)
Familiarity with encryption, digital certificates, PKI environments, and HSMs
Knowledge of code version control (Git)
Experience creating scripts (Python, Bash, or PowerShell) for automation
Experience with containers (Docker) and orchestration (Kubernetes), even at an introductory level
Ability to manage multiple demands under pressure
Resilience
Experience leading technical meetings and preparing documentation
Willingness to travel
Knowledge of customer support best practices and methodologies
Commitment to information security best practices
Ability to lead technical presentations and meetings
Bachelor’s degree in Computer Engineering, Computer Science, Mathematics, Information Systems, or a related field

Benefits

Comp & perks

Medical insurance
Dental insurance
Life insurance through Prudential
Birthday day and/or month off
22 business days of paid leave after one year under contract