Hybrid Technical Support Analyst, N3, Mid-level

at Emojipedia

• Job title: Technical Support Analyst, N3, Mid-level
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: SQL
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Analista de Suporte Técnico (N3) na Conexa, atuando em suporte híbrido para clientes. Garantindo a gestão de backlog e análise técnica em saúde digital.

Responsibilities

• N3 Backlog Management: Directly responsible for Conexa, Zenklub and Lina tickets, ensuring strict adherence to SLAs.
• Root Cause Analysis: Identify, document and report escalated bugs, tracking the remediation lifecycle with Engineering teams.
• Technical Intervention: Perform ad-hoc fixes via the database and backoffice tools whenever access allows.
• Knowledge Management: Create and update technical manuals and FAQs, ensuring lessons learned about new issues are shared with N1 and N2.
• Cross-squad Leadership: Negotiate deadlines and priorities with Product teams, acting as the internal 'voice of the customer'.

Requirements

• Proven experience in N3 support, preferably in SaaS or healthtech environments;
• Ability to perform SQL queries for issue diagnosis;
• Skill in managing priority conflicts across teams;
• Ability to explain technical issues simply to customers and in detail to developers;
• Experience with AI (e.g., Gemini, GPT, etc.): Proficiency in prompt engineering for process optimization and data analysis;
• Availability to work in a hybrid model in São Paulo (Vila Olímpia).

Benefits

• CAJU card with a monthly credit of R$ 1,059.00, distributed across categories: Meals, Groceries, Mobility, Health, Home Office, Culture and Education;
• AMIL S450 – APTO Health Plan with co-participation: 30% for consultations and exams and 40% for PS; extendable to legal dependents (spouses and/or children up to 24 years). Dependent costs are payroll-deducted. Cost per dependent: R$ 506.86 per person plus co-participation.
• Omni Saúde: For purchasing prescription medication. A monthly balance of R$ 100.00 is provided exclusively for buying medications prescribed by our Conexa Hospital.
• Free access to Conexa and Zenklub platforms, offering online consultations for mental and physical health;
• Childcare allowance according to the regional collective agreement and extended parental leave: option to extend maternity leave to 6 months. Paternity leave is 30 days.
• SULAMERICA Life Insurance: We want you to feel secure knowing you and your loved ones are protected, whatever happens.
• Birthday day off: Take a day off during your birthday month to celebrate.
• Totalpass and Wellhub: Access to fitness and wellness programs to support your health goals.
• Course discounts: Educational partnerships with institutions to support personal and professional development.
• SESC benefit: Access to sports, culture, leisure activities, courses and more with special conditions for employees and dependents.
• Transportation voucher: 6% salary deduction if opted in.