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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong troubleshooting and analytical skills to investigate and resolve technical issues related to platforms, APIs, and integrations. Proficient in incident management, customer communication, and process optimization within dynamic operational environments.
Highest-signal resume keywords
Advanced EnglishTroubleshooting SkillsIncident ManagementTicketing Platforms ExperienceAnalytical Thinking
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingAnalytical ThinkingProblem-SolvingOperational Metrics AnalysisAPI UnderstandingSystem IntegrationEscalation ManagementSLA HandlingNetworking FundamentalsTechnical Service Environments
Soft Skills
Strong CommunicationCustomer-Focused MindsetCollaborationTeamworkProactive Problem-Solving
Tools & Technologies
ZendeskJiraServiceNowCloud PlatformsMessaging Systems
Industry Keywords
A2P ChannelsIncident ManagementOperational GovernanceHigh-Severity IncidentsQueue Health
Tech Stack
Tools & technologiesCloudServiceNow
About the role
Key responsibilities & impact- Investigate and troubleshoot technical issues related to platforms, APIs, integrations, connectivity, and services
- Analyze logs, system behavior, error messages, and operational data to identify root causes and resolve disruptions or operational failures
- Manage customer tickets, incidents, escalations, and follow-up activities
- Triage, prioritize, categorize, route, and track incidents through resolution
- Coordinate with Product, Engineering, Service Operations, Suppliers, and third-party partners during escalations
- Monitor queues, alerts, dashboards, service performance indicators, queue health, and workload distribution
- Communicate clearly, professionally, and promptly with customers regarding inquiries and incidents
- Document troubleshooting steps, known issues, procedures, and resolutions
- Support process improvement, optimization, automation, and operational governance
- Participate in incident management and major issue coordination during high-severity incidents
Requirements
What you’ll need- Advanced/Fluent English
- Strong troubleshooting, analytical thinking, and problem-solving skills
- Ability to analyze operational metrics, identify patterns and issues, and investigate root causes independently
- Understanding of A2P channels, APIs, logs, HTTP responses, networking fundamentals, system integrations, and technical service environments
- Experience with ticketing platforms such as Zendesk, Jira, or ServiceNow, including ticket triage, prioritization, categorization, routing, and follow-up
- Knowledge of escalation management, incident management, and SLA handling
- Ability to work under pressure and manage multiple priorities
- Strong communication and customer-focused mindset
- Strong collaboration and teamwork skills
- Proactive problem-solving attitude and adaptability to dynamic, fast-paced operational environments
- Familiarity with cloud platforms, messaging systems, and/or telecom environments is a big plus
Benefits
Comp & perks- 100% coverage of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde
- Caju flexible benefit card for food, education, and home office assistance
- Paid maternity leave for 180 days
- Paid paternity leave for 30 days
- Daycare assistance for children up to five years old
- Wellhub access to gyms and wellness options
- Prudential life insurance coverage for unexpected absences, serious illness, accidents, and disabilities
- Annual reimbursements for certain disability- and transgender-related expenses
- Paid day off on the employee's birthday