Tech Support Analyst

The objective of the role is to ensure agile, empathetic, and highly effective support, guaranteeing that each customer receives efficient technical assistance and a positive experience in every interaction.

Main Responsibilities

Lead the management of highly complex cases and critical situations, ensuring agility, effective resolution, and the highest technical quality.

Serve as a mentor and technical reference for the team, contributing to training and professional development while promoting best practices in decision-making.

Analyze structural problems and propose continuous improvement solutions, working closely with Engineering and Product teams to optimize processes and reduce incident recurrence.

Act as a focal point of technical knowledge, ensuring standardization, depth, and excellence in all support deliverables.

Create, update, and refine technical materials and internal operating procedures to enhance the matu...