🕒 3 days ago
Investigate and resolve tier-1 and tier-2 support issues for a microservices-based payments platform, using cloud logs and SQL while communicating clearly with bank clients and documenting findings.
Support Analyst, Brazil
🕒 yesterday
Tier 3 Technical SupportApplication SupportSystems EngineeringPython
📜 Description
- Resolve critical, complex customer issues escalated beyond L1/L2 support.
- Perform root-cause analysis by debugging code, inspecting database logs, and analyzing network and APM metrics.
- Partner with Core Software Engineering and DevOps on bug fixes, emergency hotfixes, and system patches.
- Lead technical response during major incidents, minimize downtime, and write post-mortem reports.
- Build diagnostic tools, scripts, and monitoring dashboards to improve issue detection and resolution.
- Mentor L1/L2 analysts and document technical workflows in the internal knowledge base.
🛠️ Requirements
- 2+ years of hands-on experience in Tier 3 Technical Support, Application Support, or Systems Engineering.
- Ability to read, debug, and script in at least one language such as Python, Java, Node.js, C#, or Go.
- Advanced SQL proficiency and experience troubleshooting with PostgreSQL, MySQL, MongoDB, or Redis.
- Hands-on experience troubleshooting applications hosted on AWS, Azure, or GCP.
- Understanding of RESTful APIs, gRPC, microservices, and HTTP/S, TLS, DNS, and WebSockets.
- Experience with APM, logging, and monitoring tools such as Datadog, Splunk, New Relic, ELK Stack, or Grafana.
- Excellent written and verbal English communication skills, including explaining technical issues to varied audiences.
✨ Benefits
- Health and dental insurance
- Meal and food allowance
- Childcare assistance
- Extended paternity leave
- Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass;
- Profit Sharing and Results Participation (PLR);
- Life insurance
- Continuous learning platform (CI&T University);
Full job description
At CI&T, we help large enterprises transform the potential of AI into real business impact with AI Deployment, AI-native execution, and tech-integrated business solutions.
With 30 years of experience in technological transformation, we accelerate innovation with expertise in Agentic SDLC, Application modernization, Data & AI, Martech and Business strategy.
We are 8,000 CI&Ters across more than 25 countries, collaborating to build solutions with real impact. AI is already part of how we work, evolve, and innovate every day.
We are seeking a highly skilled and analytical L3 Support Analyst to join our technical operations team. As an L3 engineer, you will serve as the ultimate technical escalation point, solving our most complex product issues, debugging production environments, and bridging the gap between Customer Support and Core Software Engineering.
If you enjoy root-cause troubleshooting, digging into code or logs, optimizing complex systems, and mentoring junior engineers, this role is for you.
Key Responsibilities:
- Tier 3 Escalations: Act as the highest level of technical escalation for critical, complex, and unscripted customer issues that cannot be resolved by L1/L2 teams.
- Root Cause Analysis (RCA): Perform deep-dive technical troubleshooting, debugging code, inspecting database logs, and analyzing network/APM metrics to identify root causes.
- Engineering Alignment: Partner directly with Core Software Engineering and DevOps teams to deliver bug fixes, emergency hotfixes, and system patches.
- Incident Management: Lead technical response efforts during Major Incidents (P1/P0 outages), running triage, minimizing downtime, and writing Post-Mortem reports.
- Tooling & Automation: Build internal tools, diagnostics scripts, and monitoring dashboards to streamline issue detection and resolution.
- Knowledge Sharing: Mentor L1/L2 support analysts, document complex technical workflows, and maintain our internal technical knowledge base.
Requirements & Qualifications
Must-Haves:
Must-Haves:
- 2+ years of hands-on experience in Tier 3 Technical Support, Application Support, or Systems Engineering.
- Code & Scripting Proficiency: Ability to read, debug, and script in at least one primary language (e.g., Python, Java, Node.js, C#, or Go).
- Databases & Querying: Advanced proficiency in SQL (PostgreSQL, MySQL) and experience with NoSQL systems (MongoDB, Redis) for complex data querying and troubleshooting.
- Cloud & Infrastructure: Hands-on experience troubleshooting applications hosted on AWS, Azure, or GCP.
- APIs & Web Technologies: Deep understanding of RESTful APIs, gRPC, microservice architecture, and web protocols (HTTP/S, TLS, DNS, WebSockets).
- Observability Tools: Experience with APM, logging, and monitoring platforms (e.g., Datadog, Splunk, New Relic, ELK Stack, Grafana)
- Communication: Excellent written and verbal English communication skills, capable of translating complex technical issues to both non-technical stakeholders and developers.
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