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;

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