Support Analyst, N2

Gaudium

. Analyze and triage cases escalated by the N1 team via Monday, determining whether they are bugs, expected behavior, enhancement requests, or operational questions .

Posted 10/9/2026full-timeRemote • BrazilMid-LevelSenior💰 R$4,104 - R$4,412 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical skills and logical reasoning to investigate and resolve technical issues, with proficiency in MySQL for data querying. Capable of effective communication across departments and following structured documentation processes.

Highest-signal resume keywords

MySQL Database QueryingTechnical Support ExperienceAnalytical MindsetStrong Communication SkillsSaaS Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

MySQLData AnalysisBug DocumentationProgramming KnowledgeQuery Writing

Soft Skills

Logical ReasoningDisciplineOrganizationProblem SolvingInterdepartmental Communication

Certifications & Qualifications

Degree in Information Technology

Industry Keywords

SaaSMobilityDelivery

Tech Stack

Tools & technologies

MySQL

About the role

Key responsibilities & impact

Analyze and triage cases escalated by the N1 team via Monday, determining whether they are bugs, expected behavior, enhancement requests, or operational questions
Investigate the root cause of issues by querying data directly in the MySQL database
Clearly document bugs with reproduction steps, evidence, and complete data, and forward them to the Development team (N3)
Guide the N1 team on how to handle each case based on the analysis
Support the N1 team and other company departments with technical questions and reports of potential bugs through internal channels
Prioritize the request queue according to the impact of each issue on the platform
Consistently follow the team’s analysis and documentation processes, ensuring that no issue is overlooked

Requirements

What you’ll need

Knowledge of MySQL databases, with the ability to write queries to investigate data and issues
Degree in progress or completed in Information Technology or a related field, or practical experience with technology in previous roles
Previous experience in technical support
Logical reasoning and an analytical mindset, with an interest in investigating and solving problems
Ability to quickly learn the business rules of a complex, comprehensive system
Discipline and organization to follow daily processes
Strong written and verbal communication skills, with the ability to provide clear, objective responses and interact with different departments
Interest in technology and using AI to improve productivity
Basic knowledge of programming or the ability to read code, logs, and APIs
Experience at SaaS companies or in the mobility and delivery industries

Benefits

Comp & perks

100% remote work: work from home, requiring a quiet environment, a reliable internet connection, and privacy for meetings
Health insurance – Bradesco Saúde or SulAmérica (provided by the company at no cost to the employee; dependent coverage is available at an additional cost per dependent)
Dental insurance – Bradesco Saúde (optional and paid for by the employee)
Life insurance
Daily meal allowance of BRL 52.00 (Flash benefits card)
Remote work allowance of BRL 136.40
Wellhub (formerly Gympass)
Days off: one day off during your birthday month; Carnival and Ash Wednesday; and December 24 and 31
An environment full of challenges that will help you grow and develop quickly