Support Engineer

• Manage identity and access in Entra ID, including users, dynamic groups and applications, SSO (SAML/OIDC), MFA and authentication methods
• Administer Conditional Access policies, PIM, Access Reviews and the access lifecycle
• Integrate Entra ID with Active Directory (Entra Connect) and Google Workspace
• Manage devices through Intune (MDM/MAM) and administer Windows, macOS, iOS/iPadOS and Android endpoints
• Implement compliance and configuration policies, application deployment, patching and hardening
• Perform corporate provisioning with Windows Autopilot, Apple Business Manager and Android Enterprise
• Create MAM policies for BYOD, data containerization and compliance actions, including selective wipe
• Administer and govern corporate storage in Google Drive, OneDrive and SharePoint Online
• Administer Google Workspace, including users, permissions, retention, security and auditing
• Provide dedicated support to C-level executives and leadership, including executive meetings and events
• Provide N2/N3 technical support, analyzing and resolving complex incidents
• Manage the IT asset lifecycle, inventory, Microsoft and Google licenses, and the mobile device fleet
• Troubleshoot VPN, DNS, DHCP, Wi-Fi, firewalls and connectivity issues
• Structure and improve support processes
• Create technical documentation, runbooks and standard operating procedures (SOPs)
• Automate routines using PowerShell and Microsoft Graph
• Provide technical support and guidance to junior team members

Senior Support Analyst – ServiceDesk Squad

• Provide customer support focused on accounting processes, assisting with data interpretation, answering questions, and ensuring a consultative and efficient customer experience
• Handle customer inquiries focused on accounting-related questions
• Provide guidance on accounting entries and reconciliations
• Support the analysis of trial balances and financial statements
• Answer questions about ancillary tax obligations
• Identify and correct accounting inconsistencies
• Ensure the quality and clarity of the guidance provided
• Record and follow up on customer interactions

Customer Support Analyst, Accounting

• Develop and deliver in-person and E-learning training, including the preparation of materials, technical courses, and E-learning content for internal teams and Authorized Technical Service Centers (ATCs)
• Provide specialized technical support and advanced-level assistance to the authorized service network and internal departments
• Assist with diagnosing complex failures and mitigating risks
• Analyze and approve service orders, warranty parts requests, labor reimbursements, and returns
• Monitor critical cases
• Participate in FMEA/DFMEA/PFMEA meetings
• Conduct root cause analyses of field-failed parts
• Perform product testing and propose improvements in collaboration with Engineering and Quality
• Monitor ATC performance KPIs
• Manage the “Account Analyst” project, report to leadership/headquarters, and support the preparation of technical bulletins

Technical Analyst

• Provide outstanding support to hotel clients via email, corporate WhatsApp, and phone.
• Analyze, diagnose, and resolve client requests, recording and following up on each support ticket.
• Identify, document, and escalate bugs or technical issues to the development team.
• Resolve integration issues with partner systems, such as CRM platforms, booking engines, PMSs, and payment gateways.
• Evaluate SaaS platform performance and suggest strategies to improve conversion and engagement.
• Identify configuration issues and guide clients through the necessary adjustments.
• Participate in strategic client meetings to support major initiatives and campaigns.
• Conduct onboarding and training for new clients.
• Maintain and enhance the knowledge base and support materials.
• Contribute to the continuous improvement of products and processes by bringing the customer voice to the company.

Product Support Analyst

• Provide guidance and handle requests
• Answer questions from users, accredited partners, and corporate clients through the Customer Service Center
• Record suggestions and complaints from Nutricash users, accredited partners, and clients
• Provide specialized technical services and support by phone
• Conduct customer surveys and registration via telephone support
• Follow planned and monitored scripts to attract, retain, or win back customers
• Provide technical support to corporate clients, fleet managers, and accredited repair shops through the Customer Service Center

Technical Support, Call Center

• Troubleshoot and resolve complex platform, infrastructure, and deployment issues for enterprise customers
• Provide technical support across Kubernetes-based deployments, software, infrastructure, networking, hardware, and configuration issues
• Work directly with customers during technical discussions and troubleshooting sessions
• Reproduce customer environments to diagnose issues
• Manage support tickets
• Clearly communicate technical findings, workarounds, and resolutions
• Collaborate with Engineering, Sales, and Customer Success teams
• Escalate complex issues and product bugs when needed

Technical Support Engineer

• Monitor application performance and oversee its day-to-day operations
• Receive, analyze, classify, and track Level 1 and Level 2 support tickets
• Perform initial diagnosis of issues related to access, login, and functionality
• Use logs and observability tools to identify potential causes of incidents
• Resolve requests within the scope of the role and escalate to specialists when necessary
• Track tickets through resolution, maintaining communication with clients and technical teams
• Support application curation activities, contributing to improved result accuracy
• Adjust solution rules and parameters in accordance with established guidance and procedures
• Document information and lessons learned related to incidents and solutions
• Contribute to the continuous improvement of application support routines
• Participate in initial training on the solution and its routines, gradually developing greater autonomy

Junior Systems Analyst – Application Support

• Provide technical support to customers, ensuring responsive, consultative, and high-quality service
• Analyze and diagnose incoming requests, identifying the root cause before escalating them to other teams
• Log, track, and resolve tickets while keeping customers informed throughout the support process
• Work closely with internal teams, including Product, Cloud, and Consulting, to ensure requests are resolved
• Support domestic and international customers in Portuguese and Spanish
• Meet established SLAs and monitor the team’s performance metrics
• Contribute to updating the knowledge base and standardizing support processes
• Continuously develop technical expertise and improve processes, proposing enhancements whenever necessary

Mid-Level Support Analyst

• Provide N1 technical support and assistance to users
• Perform initial diagnosis and resolve tickets related to Identity Management
• Log, monitor, and route tickets to the responsible teams
• Escalate incidents when necessary
• Update Knowledge Base records and documentation
• Contribute to service quality and user satisfaction

Junior Bilingual Support Analyst

• Provide Level 1 and Level 2 support to internal users
• Answer questions and provide guidance on the use of various systems
• Conduct technical training for internal teams
• Collaborate with Omie’s internal departments to clarify questions and provide customers with accurate guidance
• Take a consultative approach and deliver a human-centered support experience

Support Engineer jobs in Brazil