Description

You own the daily technical support operations for BI and Big Data environments, resolving bugs and tickets for internal and external customers via phone, email, and chat.

Responsibilities

• Resolve day-to-day BI and Big Data technical issues and support tickets promptly.
• Act as the primary point of contact for technical inquiries and escalate complex issues to the Team Lead.
• Manage and report on all incoming technical support requests to ensure timely resolution.
• Implement preventive measures to reduce customer faults and maintain service quality.
• Create and maintain technical documentation, self-service tools, and onboarding materials for the support team.

Required Skills

• 5+ years of experience in technical support or operations roles.
• Thorough knowledge of BI, ETL, and Big Data technologies.
• Expert proficiency in JIRA for bug tracking, monitoring, and issue management.
• Fluency in English and Portuguese (verbal and written) is mandatory.
• Strong analytical skills to investigate root causes and resolve support tickets efficiently.
• Ability to multi-task and manage time pressure while delivering exceptional customer service.
• Experience participating in UAT and operational delivery for new product releases.

Preferred Skills

• Experience onboarding new technical support team members.
• Background in implementing continuous improvement processes for support documentation.

Key Skills

Education

Any Graduate