N2 Support Analyst

Robbu - Business Communication Solutions

. Provide Level 2 technical support, conducting in-depth analysis of incidents and issues reported by customers and the N1 team .

Posted 10/8/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Level 2 Technical Support, with strong analytical skills for troubleshooting and resolving complex issues. Proficient in SQL, API testing, and collaboration with cross-functional teams to enhance product performance and customer satisfaction.

Highest-signal resume keywords

Level 2 Technical SupportSQL SkillsAPI Testing with PostmanLog AnalysisAgile Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLAPI TestingLog AnalysisTechnical TroubleshootingData AnalysisREST APIsJavaScriptPythonNetworking ConceptsObservability Tools

Soft Skills

Clear CommunicationStrong OrganizationCollaborationAdaptabilityAnalytical Mindset

Tools & Technologies

PostmanDevToolsGrafanaDatadog

Industry Keywords

SaaSIncident MetricsSLA ComplianceContinuous ImprovementIntegration Testing

Tech Stack

Tools & technologies

GrafanaJavaScriptPythonSQL

About the role

Key responsibilities & impact

Provide Level 2 technical support, conducting in-depth analysis of incidents and issues reported by customers and the N1 team
Perform structured technical troubleshooting, including identification, reproduction, diagnosis, and resolution
Analyze system logs, requests, and integrations to identify failures
Perform API and integration testing using tools such as Postman
Run SQL queries to investigate inconsistencies, analyze data, and read and interpret stored procedures
Support the N1 team with technical guidance and qualified escalations
Collaborate with Engineering and Product teams to address bugs and improvements
Monitor incident metrics, including SLA compliance, recurrence, and impact
Document solutions and contribute to the knowledge base
Recommend continuous improvements to processes and products

Requirements

What you’ll need

Professional experience providing Level 2 (N2) technical support, investigating and resolving issues beyond basic user assistance
Intermediate SQL skills, including joins, filters, data analysis, and investigation of inconsistencies
Knowledge of REST APIs, including requests, HTTP methods, headers, and status codes
API testing experience with Postman or similar tools
Understanding of networking concepts, including HTTP/HTTPS, latency, and request behavior
Experience using DevTools to inspect requests, analyze the console, and debug issues
Log analysis and error identification skills
Knowledge of Agile methodologies, such as Scrum and Kanban
Currently pursuing or completed higher education in a technology-related field, such as Systems Analysis and Development, Computer Science, or a related discipline
Analytical and investigative mindset
Clear communication with technical and non-technical teams
Strong organization and ability to prioritize tasks
Sense of urgency and accountability
Collaboration and teamwork
Autonomy in investigation and decision-making
Ability to resolve problems quickly
Adaptability to changing conditions and dynamic environments
Experience providing support in SaaS environments is a plus
Knowledge of observability tools such as Grafana and Datadog is a plus
Experience with integrations, including webhooks and external APIs, is a plus
Basic knowledge of JavaScript, Python, or a similar language is a plus
Technical English for reading documentation is a plus

Benefits

Comp & perks

Flash meal allowance
Health insurance
Alura corporate learning program
Day off
TotalPass
Life insurance
Course incentives