Analista de Prevenção a Fraudes contribuindo para um ambiente financeiro seguro no Sicredi. Foco em análise e mitigação de riscos em canais digitais e pagamentos.
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Hybrid Senior Analyst, Product Support
Posted 5 hours ago
About the role
- Senior Analyst, Product Support ensuring application stability and performance while mentoring junior analysts at ABS Wavesight. Key role in resolving complex issues and supporting cloud deployments.
Responsibilities
- Diagnose and troubleshoot complex product and system issues, including application setup, configuration, and performance problems.
- Analyze data integrity and performance issues by writing and optimizing SQL queries using tools such as SQLYog, Toad for MySQL, and SQL Server Management Studio.
- Deploy and configure MySQL and MSSQL databases, application servers, and mobile servers; analyze logs and error traces to identify root causes.
- Troubleshoot application server, mobile server synchronization, and NoSQL CouchDB-related issues for mobile and tablet devices.
- Deploy application servers and client applications across multiple versions of Windows and Windows Server environments, including deployments on Microsoft Azure cloud.
- Analyze garbage collection logs and database performance logs to diagnose slow-running queries and system bottlenecks.
- Configure and validate email services using SMTP, POP3, and IMAP protocols to ensure secure email communication.
- Reproduce application defects, conduct in-depth problem analysis, develop and test solutions, and evaluate fixes.
- Collaborate with end users, product management, and development teams to review functional and technical issues, identify improvement opportunities, and recommend solutions.
- Track customer issues through resolution using customer relationship management tools while ensuring SLA compliance.
- Review production environments with customers, advise on upgrades, provide installation and migration support, and communicate complex technical concepts clearly.
- Review and analyze software change requests and enhancement requests; create test coverage matrices based on customer feedback using Agile methodologies.
- Perform periodic system and integration testing to validate application stability.
- Install and use application health monitoring tools to support system and environmental troubleshooting.
- Document recurring and complex issues, identify trends, and contribute to the organizational technical knowledge base.
- Mentor and guide junior support analysts and assist in onboarding and training new team members.
Requirements
- Typically requires 8–10 years of relevant experience in product support, application troubleshooting, or enterprise software environments.
- Graduate degree in a technical field preferred, or an equivalent combination of education and experience.
- Proficiency in writing and optimizing SQL queries.
- Strong experience with MySQL, MSSQL, and NoSQL (CouchDB) databases.
- Experience using JIRA, HP ALM, SQL Server Management Studio, Toad, and Atlassian Confluence.
- Knowledge of Java programming, Apache Tomcat, Eclipse IDE, Tortoise SVN, and Angular.
- Ability to review and modify application code to resolve escalated customer issues.
- Experience with Windows and Windows Server operating systems across multiple versions.
- Knowledge of Microsoft Azure cloud environments.
- Understanding of email protocols (SMTP, POP3, IMAP).
- Strong understanding of SDLC and Agile frameworks.
- Experience with customer relationship management tools.
- In-depth knowledge of company products and services.
- Strong analytical, problem-solving, and attention-to-detail skills.
- Excellent interpersonal, customer service, and communication skills with fluency in English.
Benefits
- Health insurance
- retirement plans
- paid time off
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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