Technical Support Analyst

We are looking for a Technical Support Analyst to join our Global Customer Success organization. As a Technical Support Analyst, you will be responsible for building and maintaining real-time monitoring systems, responding to critical incidents, and working alongside backend teams to diagnose and resolve issues fast.

This is a role for someone who genuinely loves solving technical puzzles and takes pride in being the first line of defense for our clients. You will be expected to adapt, grow, and bring fresh ideas to improve how we operate.

Your contribution will be:

• Implement and maintain a robust real-time monitoring system that ensures full visibility into critical workflows before incidents escalate
• Provide top support to clients, acting as the main line of defense to address issues, answer queries, and escalate critical incidents when necessary
• Assist backend teams with scripting, bug reproduction, log analysis, and basic API testing
• Create and standardize operational processes that enable scalability and consistent service quality
• Analyze recurring issues and propose data-driven improvements to position the NOC as a strategic function
• Ensure continuous operational coverage with well-structured shift handovers
• Participate in some development activities to build hands-on backend knowledge
• Identify gaps in current tools and workflows and bring solutions to the table

Skills You Need:

• Fluent English, Spanish & Portuguese(written and verbal)
• 5+ year of experience in technical support, NOC operations, or a similar role
• Basic knowledge of monitoring tools and alerting systems
• Coding experience , scripting, debugging, or log analysis
• Familiarity with APIs and ability to assist users with integration or connectivity issues
• Strong analytical and problem-solving mindset
• Customer empathy and a service-oriented approach
• Comfort working in fast-paced, high-stakes environments