TDAC Analyst at Ambient.ai focuses on security data analysis and incident management. Working hybrid in Redwood City to support security operations and teamwork.
About the role
- Senior Service Analyst providing IT support to clients in Brazil's fintech sector. Ensuring effective resolution of technical issues and facilitating communication between local and global teams.
Responsibilities
- Deliver high-quality Level 1 and Level 2 technical support to customers, including investment banks, ensuring timely and effective resolution of incidents and requests.
- Act as the primary escalation point for complex, high-impact, or business-critical issues, driving them to resolution with urgency and accountability.
- Serve as a senior technical reference for the team, providing guidance on troubleshooting, best practices, and effective customer communication.
- Apply ITIL best practices across incident, problem, and request management to ensure consistent and efficient service delivery.
- Perform root cause analysis (RCA) to identify underlying issues, proactively detect trends, and implement preventive measures.
- Investigate and resolve technical issues involving APIs, system integrations, logs, and data formats such as XML and JSON.
- Mentor and support junior analysts, enhancing their technical capabilities and improving first-contact resolution rates.
- Identify gaps in processes, documentation, and tools, and lead continuous improvement initiatives to optimize support operations.
- Collaborate closely with Engineering and Product teams to address recurring issues and improve system reliability and user experience.
- Manage customer escalations with professionalism, ensuring clear communication and maintaining strong client relationships.
- Act as a liaison between local support operations in Brazil and global stakeholders, ensuring alignment and effective communication across regions.
Requirements
- Strong experience in IT Support / Service Desk roles, with senior-level exposure in software or SaaS.
- Demonstrated ability to work independently on complex investigations beyond basic L1 troubleshooting.
- Strong knowledge of ITIL practices, including Incident, Problem, and Change Management (certification is a plus).
- Experience with ITSM tools (e.g., Jira, Zendesk, or similar).
- Practical experience troubleshooting APIs and integrations, and using tools such as Postman.
- Comfortable working with logs, system behavior, and data formats (XML/JSON).
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex platform and integration issues.
- Confident communicator, able to manage customer escalations calmly and professionally.
- Fluent in English (written and spoken).
Benefits
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Lead Technology Resiliency Analyst developing enterprise resiliency strategies for IT infrastructure. Ensuring business - critical systems withstand disruptions and align with organizational goals in a hybrid environment.
Lead Analyst on the Sportsbook Merchandising team shaping data - driven decisions for product performance. Collaborating to create actionable insights and optimize strategies across the platform.
Analyst II analyzing data to turn insights into actions for DraftKings’ digital sportsbook. Collaborating with cross - functional teams to drive product strategy and customer engagement based on data insights.
Digital Analyst collaborating closely with product teams to improve digital experiences for customers. Utilizing analytical skills to track success metrics and assist in project development.
Investor Services Analyst providing client service for Wellington’s investment funds. Coordinating onboarding, fund - related queries, and reporting requirements with a focus on client relations.
Responsible for credit analysis and portfolio support for agricultural clients at U.S. Bank. Analyze financial information and collaborate with Relationship Managers to manage loans and mitigate risks.
Senior Analyst optimizing marketing communications through analytics and performance metrics at Havas. Responsible for analyzing campaigns and providing insights for strategic improvements.
Junior Support Analyst focusing on Microsoft 365 solutions at a growing consulting firm. Responsibilities include customer needs identification and implementing security policies.
Senior Analyst providing analytical and technical support for mid to large clients in employee benefits consulting. Engaging with various organizations to enhance their employee benefits plans through effective strategies and reporting.