External Identity Support Analyst providing advanced technical support for identity platforms. Ensuring stable and secure identity services across Managed Solution Support portfolio in a collaborative environment.
About the role
- Technical Support Analyst ensuring stability of critical operations and projects that impact many people in Brazil. Join Blue Technology to work in a dynamic and innovative environment.
Responsibilities
- Act as the final technical escalation point, ensuring stability, security and continuity of operations that support high-profile clients and projects impacting thousands of people across Brazil.
- Propose and implement improvements to the performance, resilience and security of Blue solutions.
- Participate in internal initiatives involving AI, intelligent monitoring, automated response systems and SaaS solutions under development.
- Support the evolution of support processes by proposing improvements, automations and optimizations.
- Contribute to the support team's operational roadmap by suggesting new tools or strategic adjustments.
Requirements
- Bachelor's degree
- Strong troubleshooting skills in production environments (infrastructure, networking, integration, databases, cloud)
- Experience with cloud environments (preferably AWS, Azure or Google Cloud) or on‑premises servers
- Ability to diagnose and resolve complex incidents involving applications, integrations, APIs, infrastructure, cloud and databases
- Autonomy to conduct RCA (Root Cause Analysis) and guide preventive and corrective actions
- Experience analyzing logs, performance issues, failures and instabilities in critical systems
- Provide technical support and guidance to Level 1 and Level 2 Support Analysts by evaluating escalated cases and helping resolve more complex challenges
- Conduct trainings, workshops and knowledge transfer sessions to continuously raise the team's technical maturity
- Review and approve documentation, runbooks, playbooks and technical procedures for the support team
- Identify bottlenecks and opportunities for automation, standardization and simplification of processes
Benefits
- Book club
- Pizza day
- Chiropractic care
- Massage therapy
- Coffee with the CEO
- Workshops
- Partnerships with educational institutions
- Cinepass
- Mova-se
- Gympass
- English for Blue
- Moodar app for emotional health support
- Hybrid work arrangement
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