We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.

With over 8,000 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.

We are looking for a Senior Support Analyst, for a major leader in the CPG industry. As a Support Analyst, you will address and resolve support requests for the client’s digital platform in a fast-paced environment. English language is required.

Responsibilities:

– Respond to support requests, clarify questions from the client, and resolve incidents and service requests.

– Restore production operations through remedial actions, ensuring platform stability and performance during promotional peaks and key campaign periods.

– Keep the client informed about the lifecycle of the ticket, from opening to resolution, with clear communication on campaign impacts, timelines, and mitigation plans when incidents affect live experiences.

– Actively contribute to the improvement of the services provided by utilizing in-depth knowledge of the client’s business.

– Prioritize and escalate critical situations, understanding the impacts on the business and ensuring resolution, particularly when issues affect ongoing or upcoming promotions, consumer experiences, or key campaign milestones.

– Promote client satisfaction by establishing a partnership and empathetic relationship with the reported issue.

– Prevent the reopening of support tickets by ensuring that incidents and requests are resolved efficiently, documenting root causes, workarounds, and how to.

– Collaborate with the support team by sharing knowledge and contributing to collective learning, including creating and maintaining knowledge base articles, runbooks, and best practices.

– Implement and optimize algorithms and automation processes using AI techniques to improve workflow, reduce delivery time, and increase operational efficiency.

– Perform platform monitoring to ensure availability, performance, and correct behavior of digital platforms during promotional campaigns, proactively identifying and addressing anomalies before they impact end users.

– Work closely with stakeholders to ensure that all live promotions run smoothly and meet the success criteria defined during the inception phase, aligning support activities with expected business outcomes.

Requirements:

– Advanced English level

– Proficiency in Linux or Windows

– Knowledge of AWS and Azure cloud services.

– Basic understanding of SQL to execute queries and analyze data.

– Familiarity with API execution and understanding of technical documentation.

– Knowledge of programming languages, particularly with JavaScript.

– Strong analytical skills with the ability to communicate effectively with clients and team members.

– Adaptability: Willingness to learn and adapt to new tools and processes.

– Time Management: Ability to prioritize tasks and manage multiple responsibilities in a dynamic environment.

#LI-LO1

Our benefits:

-Health and dental insurance

-Meal and food allowance

-Childcare assistance

-Extended paternity leave

-Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass;

-Profit Sharing and Results Participation (PLR);

-Life insurance

-Continuous learning platform (CI&T University);

-Discount club

-Free online platform dedicated to physical, mental, and overall well-being

-Pregnancy and responsible parenting course

-Partnerships with online learning platforms

-Language learning platform

And many more!

More details about our benefits here: https://ciandt.com/br/pt-br/carreiras

At CI&T, inclusion starts at the first contact. If you are a person with a disability, it is important to present your assessment during the selection process. See which data needs to be included in the report by clicking here . This way, we can ensure the support and accommodations that you deserve. If you do not yet have the assessment, don’t worry: we can support you in obtaining it

We have a dedicated Health and Well-being team, inclusion specialists, and affinity groups who will be with you at every stage. Count on us to make this journey side by side.