Senior Support Analyst

Há 8 horas

São Paulo, São Paulo, Brasil Oitchau Tempo inteiro R$90.000 - R$120.000 por ano

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.

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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