Product Support Analyst

Product Support Analyst

Operative is looking for a Product Support Analyst. This team works closely with members of the implementation, T1 and T3 support, account management and product development teams to ensure successful the post-implementation use of our enterprise SaaS products. This team has strong technical and functional knowledge of the products, troubleshoots and delivers the solution to the client issues/requests and recommends best practices.

Main duties and responsibilities include:

• Track issues encountered and respond according to reasonable SLAs
• Triage, evaluate and recommend short-term and long-term solutions to customer issues that have been identified as product development defects.
• Recommend to product development teams areas of improvement in performance and feature capabilities that will improve our customers' successful use of our products.
• Add/Update the support documentation and assist with the training material
• Contributing to developing and enhancing the Support monitoring and automation scripts/tools.
• Deliver innovative solutions to complicated business problems.
• Technical contributor to software projects related to Support (like Automation etc)..
• Understand and keep up to date on the latest product functionality, its dependencies, the underlying technology stack and their operational impact
• Monitor and manage back-end batch processes to ensure application uptime requirements
• Work with a cross-functional team to understand the root cause of issues reported and suggest alternative options where appropriate

Competencies required:

• Excellent written and verbal communication skills (English Proficiency)
• Strong relational database skills are essential. Should have written complex queries and scripts for a database such as MySql, MSSql, MongoDB or Oracle
• Experience with shell scripting on UNIX platforms
• Experience in developing and enhancing the Support monitoring and automation scripts/tools.
• Knowledge and experience in using rest API
• Experience with Kafka connectors
• Experience with AWS Storage, Database and tools like S3, Dynamo and CloudWatch
• Familiarity with the Software Development Lifecycle
• Experience with job schedulers, monitoring tools and log-processing tools
• Working closely with the development team to continuously improve the automated claim reflow processes.
• Strong verbal and time management skills
• Detailed, organized and results-oriented
• Ability to effectively prioritize and escalate customer issues as required
• Ability to multi-task and perform effectively under pressure
• Demonstrated analysis, problem-solving and skills troubleshooting expertise
• Aptitude to get up to speed with new products quickly.

Preferred:

• Should enjoy researching challenging problems and suggesting solutions
• Experience working in a start-up environment
• Previous experience working with Digital Advertising, Online Publishing or Interactive Media companies

Education, Certification, and Experience:

Required:

• Bachelor's degree in Computer Science/Engineering/Math or relevant field
• Technical focus preferred
• Experience working with Internet products (SaaS) and technologies
• 3+ year(s) experience supporting software products with external customers

Preferred:

• Previous experience working with Digital Advertising, Online Publishing, or Interactive Media companies
• Multi-platform/integrated sales experience in ad network, digital publishing, or online media preferred
• Demonstrates a broad understanding of the advanced TV space and ad tech ecosystem

General:

• These duties and responsibilities may be changed in accordance with the needs of the Company.
• This is not intended to be an exhaustive or exclusive list of duties. You may be required to carry out any other associated tasks to ensure the successful delivery of Operative's objectives.
• Hours: 10:00 am – 7:00 pm (São Paulo's time)
• Office location: Sao Paulo. Hybrid work schedule (twice a week in the office)

We offer a competitive salary and benefits package. All offers are conditional on references, verification of the right to work in Brazil, and successful background screening checks. If you're interested in joining a fast-growing, innovative company and you meet the above requirements, don't hesitate to apply today! Operative is a merit-first, equal opportunity employer; diverse applications are encouraged.