Software Engineer – Application Support Analyst

2 semanas atrás

São Paulo, São Paulo, Brasil Cognizant Technology Solutions Tempo inteiro

About the role

As a Software Engineer – Application Support Analyst, you will make an impact by ensuring seamless application operations and delivering timely technical support for our LATAM support team. You will be a valued member of our global support organization, collaborating with cross-functional teams to resolve incidents and maintain service excellence.

In this role, you will:

  • Provide Level 1 and Level 2 support for business applications.
  • Monitor, analyze, and resolve incidents and service requests through ticketing tools.
  • Perform root cause analysis and document solutions for recurring issues.
  • Escalate incidents to higher support levels or vendors when necessary, ensuring proper follow-up.
  • Communicate clearly with end users regarding ticket status and resolution.
  • Collaborate with internal teams (Infrastructure, Development, Vendors, and Business stakeholders).
  • Ensure compliance with SLAs, operational procedures, and support best practices.
  • Maintain accurate documentation, including incident records and knowledge base articles.
  • Participate in continuous improvement initiatives to enhance support processes and service quality.

Work model

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role's business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Sao Paulo, Brazil.

What you need to have to be considered

  • 4–8 years of experience in Application Support, IT Support, or Service Desk environments.
  • Advanced or fluent English (mandatory) for written and verbal communication.
  • Strong technical skills in Oracle, SQL, .NET Core.
  • Familiarity with Outbound Logistics domain.
  • Experience working with ticketing tools (e.g., ServiceNow, Jira, Remedy, Zendesk).
  • Strong analytical and problem-solving skills.
  • Ability to manage multiple tickets simultaneously and prioritize effectively.
  • Excellent communication and customer-oriented mindset.

These will help you stand out

  • Spanish language skills (intermediate or higher).
  • Knowledge of IT Infrastructure concepts (Servers, Networking fundamentals, Databases, Cloud environments).
  • Experience working in global or multicultural support operations.
  • Familiarity with ITIL processes and incident management best practices.
  • Proactive attitude, strong organizational skills, and adaptability to changing priorities.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

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