Hybrid Support Analyst – Junior

at Neogrid

• Job title: Support Analyst – Junior
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Grafana, Linux, ServiceNow, SQL
• Location requirements: Hybrid, Florianopolis, Brasil

About the role

• Join Neogrid as a Junior Support Analyst to assist clients with tech and data solutions. Engage in client support through various channels, contributing to operational effectiveness.

Responsibilities

• Serve customers via chat and email, answering questions and investigating tickets;
• Record interactions and solutions in the ticketing system, keeping the history up to date;
• Conduct video calls with customers to collect information about incidents;
• Perform basic investigations using simple database queries and support report preparation (SQL);
• Monitor and verify client integrations (jobs, queues, APIs, webhooks), escalating when necessary;
• Support maintenance requests for critical systems by performing initial incident analysis and opening tickets with technology teams;
• Reproduce reported issues to gather evidence and follow up with the team responsible for fixes;
• Escalate incidents according to severity and impact, following the area's defined workflows;
• Contribute suggestions and feedback to improve processes and products;
• Learn and apply business rules and area tools, assisting in identifying failures and critical points;
• Contribute to updating the internal knowledge base;
• Adhere to SLAs and support playbooks, prioritizing according to impact/urgency;
• Maintain compliance with LGPD when handling customer data.

Requirements

• Basic knowledge of Operating Systems (Linux and Windows);
• Basic knowledge of SQL (simple queries – SELECT, filters, JOINs);
• Basic English language skills (technical reading);
• Basic knowledge of Microsoft Office (Word, Excel, PowerPoint);
• Familiarity with customer support and ticketing tools (e.g., Movidesk, Jira, Zendesk, ServiceNow, etc.);
• Good verbal and written communication;
• Collaborative and investigative mindset;
• Sense of urgency, ability to assess criticality, and focus on solutions;
• Ability to learn continuously;
• Familiarity with monitoring and log tools (e.g., Grafana, Kibana, CloudWatch).

Benefits

• Flexible working hours!
• Health insurance
• Dental plan
• Life insurance (extendable to legal dependents)
• Medication allowance, also extendable to children
• Transport allowance or parking assistance
• Flexible meal/food allowance on an iFood card
• Wellhub (formerly Gympass)
• In your birthday month, you get a day off of your choice
• NeoBaby, parental program for new mothers and fathers
• UNICO SKILL, an educational solution for external training
• Childcare assistance and extended parental leave: 6 months for mothers and 30 days for fathers
• Corporate University (YOU)
• IDP (Individual Development Plan)
• Employee Referral Program!