Hybrid Support Analyst, Level 2

at NEO Estech

• Job title: Support Analyst, Level 2
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: MySQL
• Location requirements: Hybrid, Vinhedo, Brasil

About the role

• Analista de Suporte N2 serving as the initial point of contact for internal demands at NEO Estech. Responsible for triaging and managing support requests efficiently.

Responsibilities

• Serve as the initial point of contact for internal requests (excluding customers)
• Receive all requests via Single Form / Maestro
• Validate templates, evidence, and request missing information
• Test to determine whether an issue is a bug, user error, or a feature request
• Independently resolve approximately 30% of cases
• Perform basic MySQL updates
• Coordinate priorities and deadlines with the Product Manager and responsible developer
• Execute functional tests after fixes and test new features
• Document every support case/question and update Maestro
• Manage access and VPN following a checklist

Requirements

• Clear verbal and written communication
• Triage methodology
• Basic functional QA
• Basic logical reasoning
• Organizational skills
• Basic MySQL knowledge
• Networking/VPN knowledge
• n8n
• Experience in technical support

Benefits

• Meal voucher
• TotalPass
• Day off (on your birthday)
• Telemedicine
• Tele-veterinary guidance