Senior IT Support Analyst

Revise Group

. Handle and resolve tickets escalated by N1 Support that require in-depth technical investigation .

Posted 10/5/2026full-timeCampinas • BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in advanced troubleshooting, technical support, and system integrations, with a strong focus on database management and effective communication with engineering teams. Proficient in monitoring tools and ticket management systems to ensure timely resolution of technical issues.

Highest-signal resume keywords

N2/N3 Technical Support ExperienceAdvanced Troubleshooting SkillsSQL Query ProficiencySystem Integration KnowledgeExperience with Service Desk Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQL QueriesAdvanced TroubleshootingSystem IntegrationsAPIsWebhooksTechnical DocumentationDatabase ManagementBug EscalationPattern IdentificationProgramming Knowledge

Soft Skills

Strong Communication SkillsAbility to PrioritizeCustomer Interaction SkillsMentoring Experience

Tools & Technologies

ZendeskFreshdeskMovideskDatadogNew RelicGrafanaPostmanJiraLinearMobato System

Certifications & Qualifications

ISO 9001 CertificationISO 27001 Certification

Industry Keywords

Automotive SectorB2B SaaSTechnical ReferenceSupport Knowledge BaseN1 Support

Tech Stack

Tools & technologies

ERPGrafanaJavaScriptPythonSQL

About the role

Key responsibilities & impact

Handle and resolve tickets escalated by N1 Support that require in-depth technical investigation
Investigate the root causes of recurring issues using database queries, logs, and monitoring tools
Escalate bugs and technical limitations to the Technology team with clear evidence and appropriate prioritization
Validate and test integrations with Linx, Dealernet, and NBS DMS systems
Serve as a technical reference for N1 analysts, supporting training and the resolution of complex questions
Document solutions and root causes in the Support knowledge base
Identify patterns in recurring tickets and propose product or process improvements
Monitor N2/N3 ticket SLAs, ensuring deadlines are met
Participate in alignment meetings with Technology and Product teams regarding critical bugs and structural issues
Work at Mobato, a Revise Group brand that provides digital solutions to connect customers with the automotive sector and integrations with ERP and DMS systems

Requirements

What you’ll need

Bachelor’s degree completed or in progress in Information Systems, Computer Science, Engineering, or related fields
Proven experience in N2/N3 technical support, with at least 3 years of experience
Track record of advanced troubleshooting
Solid knowledge of databases and SQL queries
Ability to read and interpret system logs
Ability to communicate with Engineering/Technology teams for structured bug escalation
Experience with system integrations, APIs, and webhooks
Strong communication skills for customer interactions and technical documentation
Ability to prioritize and manage multiple critical tickets simultaneously
Knowledge of the Mobato System
Experience with Service Desk/Helpdesk tools such as Zendesk, Freshdesk, or Movidesk
Knowledge of monitoring/observability tools such as Datadog, New Relic, or Grafana
Knowledge of Postman or a similar tool
Technical knowledge of integrations with Linx, Dealernet, and NBS DMS systems
Knowledge of bug and ticket management tools such as Jira or Linear
Previous experience in the automotive sector or B2B SaaS is a plus
Basic programming knowledge in Python, JavaScript, or a similar language is a plus
Experience working in ISO 9001- and ISO 27001-certified environments is a plus
Previous experience serving as a technical reference or mentor for N1 analysts is a plus

Benefits

Comp & perks

Cost-of-living allowance
Breakfast
Christmas food basket
Parking
Salary advance
Lunch
Discounts on company products
Cafeteria
Hybrid work