Analista de Suporte de Aplicacoes

$60,000 USD/year ^{Pay is set based on global value, not the local market. Most roles = hourly rate x 40 hrs x 50 weeks}  ($30 USD/hour)

The difficult tickets are not looking for someone to follow a script. They require an engineer who can step into unclear context, misconfigured systems, conflicting evidence, unhappy customers, and AI-generated noise—and determine what is actually broken. This position is for the support professional who gravitates toward the unsolved case: replicating the failure, analyzing logs, mapping API behavior, examining JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI aggressively without accepting it on faith.

Most support organizations still rely on ticket queues, template responses, handoff protocols, and "known issue" documentation. We are doing the reverse. Repetitive support is increasingly automated through AI and L1 processes, which means human expertise is reserved for the hardest problems. AI is not replacing you. It is the instrument you command, validate, question, and test.

This role is not about copying AI outputs, making quick guesses, waiting for direction, or escalating when the issue becomes unfamiliar. It is not suited for someone who specializes in one product and stalls when the next ticket involves a different stack. It is about delivering the correct answer with the fewest customer interactions the situation permits: reproducing before suggesting fixes, investigating across tickets, Slack threads, knowledge bases, logs, configurations, and actual artifacts before passing it up, and crafting customer responses precise enough to defuse tension. The technical foundation is assumed: REST APIs, JSON, HTTP status codes, command line, and logs. That baseline qualifies you. Judgment under uncertainty is what makes you effective.

In this position, your responsibility is to retain ownership of the issue until it is resolved or escalated with clear reasoning, with diagnostic logic that benefits the next engineer and the next AI process. You will thrive in this role if the ticket that resists explanation is the one you want most. You will struggle if you require one product, one playbook, and external help to move forward. If that kind of challenge energizes you, please apply.