Technical Support Engineer for a SaaS company, resolving complex technical challenges and supporting clients with application issues, APIs, and databases. Collaborate across teams for efficient problem - solving in a hybrid role.
About the role
- Analista de Suporte N1 responsible for first-level support on HR systems in corporate setting. Ensures proper triage and resolution of operational demands.
Responsibilities
- Act as a Level 1 Support Analyst (mid-level) in a corporate environment, focusing on handling tickets related to HR systems.
- Responsible for providing first-line support, ensuring correct triage, resolving operational requests, and escalating to higher levels in a structured manner when necessary.
- The role requires operational autonomy, strong organization, and clear communication with end users, working within defined SLA timeframes.
Requirements
- Respond to end-user tickets related to HR systems
- Log, categorize, and prioritize requests in an ITSM tool
- Perform initial analysis and resolve low- and medium-complexity tickets
- Handle requests such as:
- Operational system queries
- Access issues (login, permissions)
- Timekeeping/attendance and working hours-related questions
- Ensure SLA compliance
- Escalate tickets to higher levels with appropriate documentation
- Monitor the full lifecycle of tickets until closure
- Maintain clear, concise, and continuous communication with users
Benefits
- Previous experience providing user support in a corporate environment (Service Desk or similar)
- Experience with ITSM tools (any market solution)
- Practical knowledge of the support workflow: ticket creation, triage, prioritization, and follow-up
- Ability to handle multiple concurrent requests
- Good verbal and written communication with end users
- Organized and disciplined in following processes and SLAs
- Resilience to operate in a support environment
- Experience with corporate HR systems
- Experience in structured corporate environments
- Basic knowledge of service management best practices (e.g., ITIL)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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