What are the responsibilities and job description for the Global Support Analyst position at Jobgether?
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Global Support Analyst in Brazil.
This role is designed for a proactive technical professional who thrives in cross-functional collaboration and enjoys improving systems before issues arise. Rather than handling a traditional support queue, you will focus on operational excellence, small-scale upgrades, and proactive health checks across hosted customer environments. The position plays a key role in ensuring system stability by coordinating between Cloud Operations, Engineering, QA, Security, and Data teams. You will contribute directly to improving monitoring, reducing incidents, and enhancing the overall reliability of enterprise software platforms. The role blends technical troubleshooting, project coordination, and continuous improvement in a highly collaborative environment. It is ideal for someone who enjoys variety, ownership, and making measurable operational impact.
\nIn this role, you will drive proactive operational improvements across customer environments, ensuring system stability, effective monitoring, and successful execution of small technical initiatives. You will coordinate cross-team efforts and contribute to enhancing overall support quality and platform reliability.
- Plan and execute small-scale software upgrades in hosted customer environments
- Coordinate upgrade schedules with Cloud Operations and customer stakeholders
- Validate system readiness and post-upgrade functionality using technical checklists
- Lead cross-functional mini-projects involving Engineering, QA, Security, and Data teams
- Collaborate on problem management follow-ups and root cause tracking
- Identify gaps in monitoring and improve alerting configurations and dashboards
- Perform proactive system health checks and recommend remediation actions
- Support Tier 1 and Tier 2 teams in identifying unmonitored application signals
- Maintain and improve knowledge base documentation and operational runbooks
- Execute operational tasks outside the ticket queue that enhance support efficiency
- Contribute to workflow testing, reporting, and process validation activities
- Document upgrade outcomes and continuous improvement findings
Requirements
This position requires solid technical experience in IT operations or technical support within enterprise environments, combined with strong coordination and analytical skills. The ideal candidate is proactive, detail-oriented, and comfortable working across multiple technical teams.
- Bachelor’s degree in Computer Science, Information Systems, or equivalent experience
- 2 years of experience in technical support, IT operations, or systems administration
- Working knowledge of SQL for data validation and analysis
- Experience with Windows Server environments and basic system monitoring
- Understanding of system integrations, APIs, and file-based data flows
- Experience coordinating tasks or small technical projects across teams
- Familiarity with scripting (PowerShell, batch, or SQL) for automation or analysis
- Strong communication skills in English, both written and spoken
- Ability to manage multiple priorities independently in a remote environment
- Experience with ServiceNow or similar ITSM tools is a plus
- Knowledge of monitoring tools (e.g., Dynatrace) is a plus
- Exposure to supply chain or WMS systems is a strong advantage
- Understanding of ITIL processes (incident, problem, change management) is a plus
Benefits
- Fully remote role based in Brazil
- Opportunity to work on global enterprise systems and customer environments
- Exposure to cross-functional engineering, cloud, and data teams
- Strong focus on learning, technical growth, and operational excellence
- Participation in system improvement and automation initiatives
- Inclusive and collaborative international work culture
- Career development opportunities in IT operations and platform support
- Equal opportunity workplace with strong commitment to diversity and inclusion
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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