Support Analyst

Kryptus SA

. Diagnose and resolve technical issues in diverse and complex environments .

Posted 9/22/2026full-timeCampinas • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in diagnosing and resolving technical issues across diverse environments, with strong capabilities in log analysis, technical troubleshooting, and functionality testing. Proficient in creating technical materials and delivering training, while maintaining clear communication and collaboration with customers and development teams.

Highest-signal resume keywords

Technical TroubleshootingLog AnalysisBash ScriptingITSM ToolsInformation Security Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operating SystemsNetworksSoftware ArchitectureFunctionality TestingServer InstallationTechnical SupportProgramming LogicAdvanced NetworkingCryptography KnowledgeElectrical Work

Soft Skills

Interpersonal CommunicationCollaborationProactivityLogical ReasoningCustomer Engagement

Tools & Technologies

ITSM SystemsTicket ManagementPower Distribution UnitsNetwork Switches

Certifications & Qualifications

CompTIA Security+ISO 27001ITIL 4CCNA

Industry Keywords

Information SecurityHigh-Criticality ProjectsGovernment CustomersICP-Brasil Standards

Tech Stack

Tools & technologies

ITSMJavaLinuxPythonUnixC++Go

About the role

Key responsibilities & impact

Diagnose and resolve technical issues in diverse and complex environments
Conduct tests, reproduce errors, interpret log files, and provide accurate analyses to the Development team
Install and configure systems and appliances at customer sites, including functionality testing and stability validation
Handle Level 1 and Level 2 support tickets through remote or on-site diagnosis, applying fixes and performing regular preventive and corrective maintenance
Escalate critical cases to technical leadership with clear context and impact assessment
Provide code examples, technical materials, and customized guidance according to customer needs
Create scripts and support tools for diagnosis or configuration
Maintain internal knowledge bases and FAQs with frequently asked questions, solutions, and procedures
Document known bugs clearly, including reproducibility details
Accurately update ITSM systems with complete interaction records
Schedule and conduct customer meetings to provide guidance on the correct and secure use of products
Deliver introductory and advanced technical training to customers and internal employees
Send and monitor customer satisfaction surveys (CSAT) after deliveries and support engagements
Collect field feedback and propose product and process improvements based on real-world incidents
Ensure formal acceptance of technical deliveries and training sessions
Participate in meetings with the Development team regarding fixes, new features, and planned changes
Act as a bridge between customer needs and the product’s technical roadmap, reporting failures and improvement opportunities
Demonstrate ownership, proactivity, a sense of urgency, self-directed learning, clear communication, logical reasoning, and collaboration

Requirements

What you’ll need

Bachelor’s degree in Information Systems, Engineering, Computer Science, or a related field
Solid knowledge of operating systems (Linux/Unix and Windows), networks, information security, and software architecture
Experience with log analysis, technical troubleshooting, and functionality testing
Ability to understand complex systems with multiple configurations and branches
Familiarity with ITSM tools, ticket management, and technical support
Ability to prepare clear and concise technical materials
Practical Bash scripting experience
Programming logic and problem-solving skills
Intermediate technical English proficiency (written and spoken)
Experience installing and managing servers, including rack installation and connecting equipment to power distribution units (PDUs) and network switches
Availability to provide support outside regular business hours, on weekdays and weekends, through a rotating on-call schedule
Excellent interpersonal communication skills
Knowledge of cryptography, HSMs, security modules, or standards such as ICP-Brasil (preferred)
Experience with government customers or high-criticality projects (preferred)
Information security certifications such as CompTIA Security+ and ISO 27001 (preferred)
ITIL 4 certification (preferred)
CCNA certification (preferred)
Practical programming knowledge in Java, C, C++, Python, or Go (preferred)
Experience with electrical work and soldering tools (preferred)
Advanced networking knowledge with proven hands-on experience (a plus)

Benefits

Comp & perks

Profit-Sharing Program (PLR)
Health Insurance
Dental Insurance
Attractive benefits package, including meal and food allowances, among others
Transportation Allowance
TotalPass
Day off – celebrate your day your way
Sesc partnership
Extended maternity and paternity leave
Mental health platform, including therapy
Regular happy hours
Relaxation area
A variety of food and beverages available every day at no cost
Regular feedback
Collaborative environment that respects diversity, minimizes bureaucracy, and consistently encourages creativity and professional growth