Fertil Comunicacao e Marketing Ltda.

Support Engineer

• Handle and resolve user tickets, ensuring prompt service, clear communication, and compliance with SLAs
• Investigate and diagnose technical issues by analyzing logs, requests, databases, and application behavior
• Reproduce bugs, document them with supporting evidence, and escalate them to the Development team clearly and with appropriate prioritization
• Track incidents through resolution while keeping users informed
• Test and validate fixes and new features before and after deployment
• Create and maintain a knowledge base, FAQs, and internal support procedures
• Identify recurring issues and propose product and process improvements in collaboration with Product and Technology
• Establish support metrics, including ticket volume, SLA compliance, resolution time, backlog, and customer satisfaction
• Within the first 30 days, develop an understanding of the platforms, architecture, key user flows, and recurring issues
• Within 60 days, independently handle and diagnose tickets, escalating to Development only those issues requiring code changes
• Within 90 days, structure the knowledge base and establish the department’s initial metrics, proposing improvements to reduce recurring tickets

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Technical Support Analyst – SaaS