Support Administrator

Sonata Software Overview

In today's market, there is a unique duality in technology adoption. On one side, extreme focus on cost containment by clients, and on the other, deep motivation to modernize their Digital storefronts to attract more consumers and B2B customers.

As a leading Modernization Engineering company, we aim to deliver modernization-driven hypergrowth for our clients based on the deep differentiation we have created in Modernization Engineering, powered by our Lightening suite and 16-step Platformation™ playbook. In addition, we bring agility and systems thinking to accelerate time to market for our clients.

Headquartered in Bengaluru, India, Sonata has a strong global presence, including key regions in the US, UK, Europe, APAC, and ANZ. We are a trusted partner of world-leading companies in BFSI (Banking, Financial Services, and Insurance), HLS (Healthcare and Lifesciences), TMT (Telecom, Media, and Technology), Retail & CPG, and Manufacturing space. Our bouquet of Modernization Engineering Services cuts across Cloud, Data, Dynamics, Contact Centers, and around newer technologies like Generative AI, MS Fabric, and other modernization platforms.

Title: App Support LOS Administrator II

Location: Brazil (Remote)

Job Description:

Overview

The App Support LOS Administrator II provides mid-level end-user support for the Encompass LOS and integrated Consumer Direct platforms. This role works alongside existing Scrum Teams and enhancement-focused Encompass Administrator groups but is primarily focused on end-user experience, ticket triage, and break-fix remediation using a Kanban workflow. While Scrum teams deliver enhancements through sprints, this role ensures that daily user issues, performance concerns, and operational needs are addressed quickly and accurately.

The App Support LOS Administrator II manages moderate-complexity issues, resolves Tier 2 tickets, supports the break-fix/maintenance channel, and contributes to release readiness and documentation. This role also mentors App Support LOS Administrator I and helps maintain platform stability and user satisfaction.

Responsibilities

End-User Support & Ticket Resolution

- Provide Tier 2 Encompass support to end users across Consumer Direct.
- Triage support queues and user-submitted tickets; determine severity and ownership.
- Troubleshoot user access issues, workflow errors, data-entry problems, and general LOS usage questions.
- Communicate resolutions and recommended user actions clearly and professionally.
- Escalate advanced issues to App Support LOS Administrator III.

Break-Fix / Kanban Support Workflow

- Support the Kanban-based break-fix and maintenance process for resolving issues outside standard release cycles.
- Perform light administrative updates to restore functionality or resolve user-impacting issues.
- Assist in identifying recurring issues and providing input for root-cause analysis.

User Access & System Readiness

- Support user onboarding/offboarding, permissions updates, and profile troubleshooting.
- Maintain job aids, knowledge-base articles, and support documentation.
- Assist with training communication for small updates or user-impacting changes.

Testing & Release Support

- Execute validation and testing for minor fixes or support-related updates.
- Support UAT with configuration or workflow clarification.
- Participate in release documentation and post-deployment validation.

Collaboration & Mentorship

- Work with Scrum Teams and enhancement-focused Administrators to align break-fix work with sprint activity.
- Collaborate with Product Owners, Engineering, and Support teams as needed.
- Mentor App Support LOS Administrator I on troubleshooting and support practices.
- Maintain SOPs, KB articles, and documentation.

Qualifications

- 2–4 years of Encompass support or LOS Help Desk experience.
- Strong troubleshooting skills with LOS workflows and user-facing issues.
- Familiarity with LOS personas/roles, workflow behavior, and integrated systems.
- Experience with ITSM tools such as ServiceNow or Jira.
- Strong communication and customer support skills.
- Ability to follow structured support, escalation, and documentation processes.
- Encompass Administrator Certification preferred or willingness to obtain within 12 months.

Why join Sonata Software?

At Sonata, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you will not be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Sonata Software is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity, age, religion, disability, sexual orientation, veteran status, marital status, or any other characteristics protected by law.