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UOL EdTech

Support Analyst, Mid-Level

UOL EdTech

. Investigate and resolve technical issues related to platform usage, conducting detailed analyses to identify root causes, impacts, and potential solutions .

Posted 10/16/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

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

Demonstrates expertise in L2 Technical Support, with a strong focus on issue investigation, root cause analysis, and collaboration across teams. Proficient in utilizing SaaS platforms and ticket management tools to enhance customer experience and streamline support processes.

Highest-signal resume keywords
L2 Technical Support ExperienceSQL Query KnowledgeREST API FamiliarityHubSpot Ticket ManagementTechnical Documentation Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Root Cause AnalysisData AnalysisTechnical Issue ResolutionSystem IntegrationHTTP Request Analysis
Soft Skills
Strong Organizational SkillsAnalytical MindsetCritical ThinkingTeam CollaborationInitiative in Problem-Solving
Tools & Technologies
HubSpotJiraMonitoring ToolsSaaS PlatformsTechnical Documentation Tools
Industry Keywords
Technical Customer ServiceSystems SupportIncident Patterns AnalysisContinuous Process ImprovementKnowledge Base Articles

Tech Stack

Tools & technologies
SQL

About the role

Key responsibilities & impact
  • Investigate and resolve technical issues related to platform usage, conducting detailed analyses to identify root causes, impacts, and potential solutions
  • Handle and monitor technical support tickets through HubSpot, ensuring complete records, clear communication, and follow-up through resolution
  • Lead technical meetings with clients, when necessary, to gain a deeper understanding of the situation, gather evidence, and support issue reproduction
  • Conduct tests and validations to identify inconsistencies, unexpected behavior, and potential platform defects
  • Partner with Engineering, Product, Data, and Infrastructure teams to investigate and resolve specialized issues
  • Route and escalate tickets to the responsible teams, providing evidence, analysis history, and relevant information to expedite resolution
  • Identify recurring issues, analyze incident patterns, and propose improvements to support processes, documentation, and customer experience
  • Contribute to the creation and maintenance of technical documentation, standard operating procedures, and knowledge base articles
  • Share technical knowledge with the team, supporting the dissemination of best practices and team development
  • Stay up to date on platform features, updates, and behavior, continuously expanding technical knowledge

Requirements

What you’ll need
  • Previous experience in L2 technical support, systems support, technical customer service, or similar roles
  • Knowledge of investigating and resolving issues related to systems and software applications
  • Ability to analyze technical scenarios, interpret evidence, and formulate hypotheses to identify the root cause of issues
  • Strong organizational skills to manage tickets, document analyses, and track multiple outstanding items simultaneously
  • Analytical mindset, critical thinking, autonomy, and initiative in seeking solutions
  • Ability to work effectively as part of a team and collaborate with different departments to resolve issues
  • Experience with SaaS platforms and web systems
  • Basic knowledge of SQL queries and data analysis
  • Familiarity with REST APIs, system integrations, and HTTP request analysis
  • Familiarity with monitoring tools, logs, and error investigation
  • Experience with customer support and ticket management tools, such as HubSpot, Jira, or similar platforms
  • Experience with technical documentation, root cause analysis, and continuous process improvement
  • Degree or coursework in Information Technology, Systems Analysis and Development, Computer Science, or related fields
  • This position is also open to people with disabilities

Benefits

Comp & perks
  • Meal and/or food allowance
  • Health and dental insurance
  • Life insurance
  • Partnerships with TotalPass and ZenKlub
  • Extended maternity and paternity leave
  • Childcare assistance
  • Discounts of up to 50% on postgraduate programs and MBAs at leading institutions, such as FIA, FAAP, and PUCRS
  • No dress code
  • Birthday day off
  • Baby gift for newborns