Support Analyst – Zendesk, Mid-Level

GrupoSC Distribuidora de Medicamentos

. Provide operational support for Zendesk, ensuring platform availability and performance .

Posted 9/22/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in Zendesk administration and operational support, focusing on incident management, system configuration, and user training. Proficient in analyzing operational metrics and implementing improvements to enhance platform performance and user experience.

Highest-signal resume keywords

Zendesk AdministrationIncident ManagementITIL Best PracticesOperational Metrics MonitoringUser Support

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

System ConfigurationTrigger ManagementAutomation SetupWorkflow DesignSLA ManagementIncident AnalysisTechnical SupportProcess DocumentationRoot Cause AnalysisIntegration Support

Soft Skills

Organizational SkillsAnalytical SkillsClear Communication

Tools & Technologies

Zendesk

Industry Keywords

Operational SupportUser TrainingBest Practices

About the role

Key responsibilities & impact

Provide operational support for Zendesk, ensuring platform availability and performance
Handle, analyze, and resolve system-related incidents and requests
Configure and maintain triggers, automations, macros, workflows, forms, and SLAs
Support internal users in using the tool and following best practices
Identify the root causes of recurring issues and propose technical and operational improvements
Support Zendesk integrations with other systems
Monitor operational metrics, including SLAs, ticket volume, backlog, and response times
Document processes, configurations, and procedures
Work closely with business areas and technical teams to enhance the platform

Requirements

What you’ll need

Proven experience as a mid-level analyst providing systems support
Practical knowledge of Zendesk administration or functional/technical support
Experience with incident management and user support
Familiarity with ITIL or support best practices
Strong organizational, analytical, and clear communication skills
Ability to independently handle moderately complex requests

Benefits

Comp & perks

PDS (Superior Performance Bonus)
Partnerships and discount agreements (SESC, colleges and universities, restaurants, leisure, culture, etc.)
Development and educational platform and development programs
Pregnancy Program
SulAmérica health insurance
SulAmérica dental insurance
Life insurance
Transportation allowance or parking
Meal allowance or food allowance
TotalPass
BMC