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Selbetti Tecnologia

Senior Support Analyst

Selbetti Tecnologia

. Identify and investigate chatbot bugs, including crashes, inappropriate responses, and interruptions in message delivery on channels such as WhatsApp .

Posted 10/21/2026full-timeJoinville • BrazilSeniorWebsite

Core Competencies

Role fit
Core Competencies

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

Demonstrates expertise in troubleshooting chatbot issues and ensuring seamless communication between bot platforms and internal systems. Proficient in monitoring bot performance metrics and managing environments to maintain stability and availability.

Highest-signal resume keywords
Senior Support Analyst ExperienceLevel 2/Level 3 SupportNetworking Knowledge (TCP/IP, DNS, VPN)Scripting/Automation (PowerShell, Bash, Python)Ticket Management Tools (Jira, ServiceNow, GLPI)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Chatbot Bug InvestigationConversation Flow EvaluationPerformance Metrics TrackingOperating Systems (Windows, Linux)Incident Analysis
Soft Skills
Clear Communication
Tools & Technologies
Remote Access ToolsTicket Management ToolsSelbetti Systems
Certifications & Qualifications
ITIL CertificationMicrosoft CertificationLinux Certification
Industry Keywords
Electronic Health RecordsCRMsERPsCritical EnvironmentsDemanding SLAs

Tech Stack

Tools & technologies
DNSLinuxPythonServiceNowTCP/IP

About the role

Key responsibilities & impact
  • Identify and investigate chatbot bugs, including crashes, inappropriate responses, and interruptions in message delivery on channels such as WhatsApp
  • Investigate communication failures between bot platforms and clients’ internal systems, such as electronic health records, CRMs, and ERPs used by hospitals and clinics
  • Evaluate and adjust conversation flows
  • Manage and monitor environments
  • Track bot performance metrics, including retention and human handoff rates
  • Proactively monitor bots to ensure their stability and availability
  • Ensure a seamless experience for internal teams and customers using Selbetti systems

Requirements

What you’ll need
  • Solid experience as a Senior Support Analyst
  • Proficiency with operating systems (Windows and/or Linux) and remote access tools
  • Experience providing Level 2/Level 3 support and analyzing incidents
  • Knowledge of networking (TCP/IP, DNS, VPN) and troubleshooting
  • Ability to communicate clearly with technical and non-technical audiences
  • ITIL, Microsoft, Linux, networking, or similar certifications are a plus
  • Experience with ticket management tools (e.g., Jira, ServiceNow, GLPI) is a plus
  • Familiarity with scripting/automation (PowerShell, Bash, Python) is a plus
  • Previous experience in highly critical environments with demanding SLAs is a plus

Benefits

Comp & perks
  • Career development plan
  • Meal or food allowance
  • Transportation allowance
  • Dental plan
  • Health plan
  • Life insurance
  • Alelo multi-benefit card
  • Education and language scholarships
  • Annual Profit-Sharing Program
  • Birthday Day Off
  • Gift at the beginning of pregnancy
  • Extended maternity leave
  • Free sessions with a psychologist and workplace exercise program
  • Health plan for all types of pets
  • Gympass
  • And many other benefits