Senior Support Operations

2 semanas atrás


Remoto, Brasil Segura Tempo inteiro R$104.000 - R$156.000 por ano

We are looking for a data-driven Senior Support Operations professional to join our global technical support team. This role is focused on improving efficiency, visibility, and performance of our support operations. You will work closely with internal stakeholders to analyze data, optimize workflows and sustain world-class delivery within our PAM platform. Candidates must have strong experience in customer support operations, and the ability to link data with meaningful process improvements.

Responsibilities:

  • Monitor and manage support metrics: FRT, TTR, SLAs, backlog, CSAT, and workload balance
  • Build and maintain operational dashboards using tools like Looker, Power BI, or equivalent
  • Map and optimize ticket workflows and escalation paths (triage, product escalation, bug categorization)
  • Identify root causes of operational bottlenecks using data and propose solutions
  • Partner with Product, Engineering and QA teams on the analysis of bugs, issues, and product stability
  • Lead support team readiness for product launches and new feature rollouts
  • Configure and optimize internal tools (Service Now, Jira) – forms, triggers, automations
  • Support capacity planning, shifts allocation, and KPI performance tracking

Qualifications:

  • Bachelor's degree in Computer Science, Engineering, Business, or related areas
  • 4+ years of experience in support operations, customer operations, or business analysis in SaaS environments
  • Strong knowledge of support KPIs and ticket telemetry (volume, deflection, recurrence)
  • Experience creating dashboards with BI/analytics platforms
  • Ability to translate technical support reality into measurable improvements
  • Fluent English (verbal and written)

Nice to Have:

  • Previous experience with support platforms (Service Now, Jira Service Desk)
  • Experience in the cybersecurity market

Benefits:

  • Hiring model: CLT (Brazilian labor law model);
  • Health plan - SulAmérica (no co-payment);
  • Meal vouchers (R$1,100.00/month) - CAJU;
  • Home office allowance (R$100.00/month);
  • Wellhub subscription (healthy lifestyle benefits);
  • Birthday day off;
  • English classes;
  • Access to ALURA (courses for technical and personal/professional development);
  • All necessary equipment provided;

  • Senior IT Support Engineer

    2 semanas atrás


    Remoto, Brasil Rain Technologies Inc. Tempo inteiro R$60.000 - R$120.000 por ano

    Job DescriptionRain is the fastest-growing earned wage access (EWA) fintech in the U.S., serving 3.5 million employees and backed by top investors like QED and Prosus. We've raised nearly $400M in funding—including the largest Series A in fintech history—and just closed our Series B to fuel our next stage of hypergrowth.We're seeking an experienced...


  • Remoto, Brasil Segura Tempo inteiro R$90.000 - R$120.000 por ano

    We are looking for a Senior Support Enablement Engineer to join our global technical support team. This role is focused on accelerating the technical development of our support team by designing and delivering practical enablement programs aligned with our Identity and Privileged Access Management (PAM) platform. The ideal candidate has strong technical...

  • Remote Operations Assistant

    2 semanas atrás


    remoto, Brasil HireLATAM Tempo inteiro

    Operations Assistant (100% Remote - Latin America) Location: Remote from Latin America Position Type: Full-time Salary: $2,000 USD per month Schedule: Monday to Friday, 8:00 AM – 4:30 PM Central Time (flexible) About the Role Our client, a fast-growing U.S.-based company, is looking for a highly organized and proactive Operations Assistant to join their...

  • Finance Operations

    Há 2 dias


    Remoto, Brasil Smarter Good, Inc. Tempo inteiro R$5.000 - R$64.000 por ano

    PURPOSE OF THE ROLEThe HR Operations & Compliance Specialist (Finance Operations and Compliance) functions as the System Owner and Compliance Guardian who guarantees the financial and legal integrity of the HR Service Team's operations. The role will provide essential Accounting/Finance expertise support and ensure the HR systems are configured securely,...


  • Remoto, Brasil Propeller Tempo inteiro R$40.000 - R$80.000 por ano

    DescriptionPropeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps.Our customers use Propeller's integrated hardware and software products to capture accurate 3D versions of their worksites. With over 50,000 worksites worldwide using Propeller's smart survey technology,...


  • Remoto, Brasil Wati Tempo inteiro R$4.000 - R$8.000 por ano

    Wati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.Trusted and loved by over 20,000+ customers across 100+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect...

  • Support Agent

    Há 5 dias


    Remoto, Brasil Accruent Tempo inteiro R$30.000 - R$60.000 por ano

    Location : Remote – Brazil - Full-Time Why You Should Join UsJoin a global team committed to delivering exceptional technical support and system reliability. As a VX Maintain/Observe - Support Agent, you'll play a critical role in ensuring the stability and performance of VX systems that power our operations worldwide. We value collaboration, continuous...


  • Remoto, Brasil Intelex Tempo inteiro R$50.000 - R$100.000 por ano

    LocationMust be Based in Brazil - Remote positionWhy You Should Join Intelex?At Intelex, we empower organizations to improve Environmental, Health, Safety, and Quality performance through innovative software solutions. As part of our Support Team, you'll play a critical role in helping customers succeed by ensuring they get the most out of our platform....


  • Remoto, Brasil Blip Tempo inteiro R$90.000 - R$120.000 por ano

    Estamos em busca de um(a) Gerente Sênior de Revenue Operations para liderar a operação da matriz e atuar como parceiro(a) estratégico(a) das áreas de Marketing, Vendas, Customer Success, Parcerias e Finance. O papel será fundamental para garantir a eficiência, escalabilidade e previsibilidade das receitas em um contexto de big tech, com forte...


  • Remoto, Brasil CSG Tempo inteiro R$30.000 - R$60.000 por ano

    Hi, I'mArison Ferreira,your recruiter and guide to joining CSG We are excited to learn more about you and your unique background.Notwithstanding the requirements below, if you are driven by challenges and eager to work at the forefront of innovation within a supportive team environment, we encourage you to applyWe are looking for a Product Support Analyst II...