[Job- 26853] Senior Support Analyst, Brazil

We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions. With over 8,000 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality. We are looking for a Senior Support Analyst, for a major leader in the CPG industry. As a Support Analyst, you will address and resolve support requests for the client's digital platform in a fast-paced environment. English language is required. Responsibilities: - Respond to support requests, clarify questions from the client, and resolve incidents and service requests. - Restore production operations through remedial actions, ensuring platform stability and performance during promotional peaks and key campaign periods. - Keep the client informed about the lifecycle of the ticket, from opening to resolution, with clear communication on campaign impacts, timelines, and mitigation plans when incidents affect live experiences. - Actively contribute to the improvement of the services provided by utilizing in-depth knowledge of the client's business. - Prioritize and escalate critical situations, understanding the impacts on the business and ensuring resolution, particularly when issues affect ongoing or upcoming promotions, consumer experiences, or key campaign milestones. - Promote client satisfaction by establishing a partnership and empathetic relationship with the reported issue. - Prevent the reopening of support tickets by ensuring that incidents and requests are resolved efficiently, documenting root causes, workarounds, and how to. - Collaborate with the support team by sharing knowledge and contributing to collective learning, including creating and maintaining knowledge base articles, runbooks, and best practices. - Implement and optimize algorithms and automation processes using AI techniques to improve workflow, reduce delivery time, and increase operational efficiency. - Perform platform monitoring to ensure availability, performance, and correct behavior of digital platforms during promotional campaigns, proactively identifying and addressing anomalies before they impact end users. - Work closely with stakeholders to ensure that all live promotions run smoothly and meet the success criteria defined during the inception phase, aligning support activities with expected business outcomes. Requirements: - Advanced English level - Proficiency in Linux or Windows - Knowledge of AWS and Azure cloud services. - Basic understanding of SQL to execute queries and analyze data. - Familiarity with API execution and understanding of technical documentation. - Knowledge of programming languages, particularly with JavaScript. - Strong analytical skills with the ability to communicate effectively with clients and team members. - Adaptability: Willingness to learn and adapt to new tools and processes. - Time Management: Ability to prioritize tasks and manage multiple responsibilities in a dynamic environment. #LI-LO1