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 do not require another person following scripts. They require someone capable of entering ambiguous situations, misconfigured systems, conflicting evidence, upset customers, and AI-produced false leads—then determining what the actual problem is. This position is for the support engineer who enjoys the unsolved case: replicating the issue, examining logs, tracking API behavior, analyzing JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI aggressively without blind reliance.

Most support organizations still operate using queues, templates, handoffs, and documented issue procedures. We are constructing the alternative. Standard support is progressively managed by AI and L1 processes, meaning human expertise is allocated to the most complex problems. AI is not your substitute here. It is the instrument you command, validate, test, and confirm.

This position is not about copying AI responses, making rapid guesses, awaiting direction, or escalating the instant the issue becomes unfamiliar. It is not suited for someone who specializes deeply in one product and becomes paralyzed when the following ticket involves a different technology stack. It is about reaching the correct answer in the minimum customer interactions the problem permits: replicating before proposing solutions, investigating across tickets, Slack channels, knowledge bases, logs, configurations, and actual artifacts before escalating, and composing customer communications clear enough to reduce tension. The technical foundation is assumed: REST APIs, JSON, HTTP status codes, command line, and logs. That grants you entry. Judgment amid uncertainty is what makes you effective.

In this position, your responsibility is to maintain ownership of the issue until resolution or clean elevation occurs, with diagnostic logic valuable enough for the subsequent agent and the subsequent AI workflow. You will thrive in this role if the ticket that defies logic is the one you desire most. You will dislike it if you require one product, one procedure, and external assistance to proceed. If that type of challenge focuses you, please apply.