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Senior Support Analyst

  • Híbrido
    • SP, São Paulo, Brasil

Benefits:

Flexible Benefits;

Transportation or Mobility Allowance;

Health & Dental Plans;

Life Insurance;

Birthday Day Off;

Gympass & Totalpass;

Hybrid Work Model.

Descrição da vaga

We are Oitchau, a fast-growing technology startup transforming how businesses manage time and attendance through intelligent HR solutions.
We offer a comprehensive SaaS platform, mobile apps (iOS and Android), a tablet app, an open API, and native integrations with partners.

Our Support team ensures clients have a seamless experience across all our products. We provide reactive support via chat and email, using Zendesk, assisting both SMB and Enterprise (Giants) clients.


Key Responsibilities:

  • Handle complex support cases from Enterprise and Giant clients via email, offering technical guidance on our platform, mobile apps, tablet app, API, and native integrations.

  • Reproduce and analyze bugs, identify root causes, and communicate findings clearly to clients and internal teams.

  • Create and prioritize bug reports with Product and Engineering, following internal workflows and standards.

  • Own the QA process for reported issues until resolution and deployment.

  • Mentor and support junior analysts, acting as a secondary team lead and contributing to team development.

  • Maintain strong performance across support KPIs, ensuring SLA compliance and a high-quality client experience.

  • Suggest and help implement process improvements and automations to enhance team efficiency.

  • Utilize AI tools to streamline workflows and optimize support delivery.

Requisitos da vaga

Must have:

  • Advanced English – strong written and verbal communication skills.

  • Solid understanding of REST APIs and hands-on experience with Postman.

  • Experience using support platforms like Zendesk or similar.

  • Analytical mindset and solution-driven approach to technical challenges.

  • Excellent interpersonal skills, especially when working with enterprise clients or non-technical users.

  • Ability to work well under pressure and manage urgent or escalated issues.

  • Strong sense of ownership and team collaboration.

  • Experience mentoring peers or junior team members.

  • Bachelor’s degree completed or in progress.

Nice to have:

  • Experience in SaaS startups or HR tech companies.

  • Familiarity with system integrations, automation, or data analysis tools.

  • Participation in support process improvement initiatives.

  • Interest in applying AI tools to optimize support and workflows.

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