Hybrid Senior Support Analyst – Contract

at First Help Financial

• Job title: Senior Support Analyst – Contract
• Job type: Contract
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Cloud, SQL
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Senior Support Analyst providing application support for a cloud-based loan origination platform. Managing support operations, resolving technical issues, and reporting metrics to leadership.

Responsibilities

• Provide support for a cloud-based loan origination application.
• Lead investigation and resolution of complex production issues across applications, APIs, integrations, and databases.
• Coordinate and participate in high-severity incident response, including root cause analysis and post-incident reviews.
• Support production releases, post-release validation, and operational readiness.
• Own the end-to-end support process, including intake, triage, prioritization, escalation, resolution, and closure.
• Manage and prioritize support tickets using JIRA, JIRA Service Management, or similar tools, ensuring adherence to SLAs.
• Establish and continuously improve support workflows, escalation paths, and operating procedures.
• Identify recurring issues and partner with Engineering and Product teams to drive long-term fixes.
• Own support reporting and metrics, providing regular visibility into the health and performance of the support organization.
• Prepare and present weekly status reports covering ticket volume, severity trends, SLA performance, and key risks.
• Deliver executive-level metrics and summaries on a recurring cadence, highlighting trends, improvements, and areas of concern.
• Translate operational and technical data into clear, actionable insights.
• Serve as a primary point of contact for business stakeholders across Operations, Underwriting, and Funding teams.
• Communicate complex technical issues clearly to non-technical audiences.
• Mentor and guide junior support analysts, setting expectations and best practices.
• Act as a trusted partner to Engineering and Product teams.

Requirements

• 5+ years of experience in Application Support, Production Support, or Technical Operations.
• Demonstrated ownership of support processes and operational workflows.
• Proven experience managing support tickets using JIRA, JIRA Service Management, or similar platforms.
• Experience producing and presenting regular status reports and executive-level metrics.
• Strong understanding of cloud-based web applications and RESTful APIs.
• Proficiency in SQL for data analysis and issue investigation.
• Experience working with logging, monitoring, and alerting tools.
• Strong organizational skills with the ability to manage multiple priorities.
• Excellent written, verbal, and presentation skills.
• Strong interpersonal skills and the ability to influence across teams.
• Application programming knowledge & debugging would be a plus.
• Ability to work flexible hours and off hours as needed to meet operational demands including early start/end times.

Benefits

• Great Perks – We offer generous salaries, monthly lunches, a robust employee recognition and talent development program to enhance your career with us.
• Culture - We are believers in maintaining a healthy work-life balance. While we work hard and care deeply about our customers and partners, we want you to have room for your family, friends, and yourself.
• Growth - Company growth provides unprecedented career growth. FHF’s extraordinary year over year growth in revenue and new markets provides opportunity for you to establish and develop your career growth. We engage each employee to build a career plan that benefits everyone and we have a proven record of investing in *you*.