Analista III Suporte Técnico e Sustentação (Engenharia Plataforma)

Accountabilities:: You will be responsible for advanced technical support and operational excellence across critical digital financial products, balancing incident resolution with long-term improvements in resilience, observability, and support practices. Investigate and diagnose complex, high-severity N3/N4 incidents. Analyze application logs, transaction traces, APM data, and distributed tracing to identify failures and performance issues. Query SQL and NoSQL databases to investigate incidents, correlate data, and support troubleshooting. Lead the lifecycle of critical incidents, coordinating war rooms and cross-functional response efforts. Ensure rigorous SLAs are met during incident resolution. Conduct detailed post-mortems and root-cause analyses (RCAs), identifying corrective actions to prevent recurrence. Develop observability practices that go beyond infrastructure monitoring and reflect business impact. Analyze application behavior, business rules, and financial transaction flows to identify operational risks and bottlenecks. Design, implement, and calibrate intelligent dashboards and alerts based on SLIs, SLOs, and relevant business metrics. Monitor system performance and the operational health of external partners, including acquirers, sub-acquirers, and payment providers. Collaborate with development squads to improve application reliability, performance, and operational maturity. Map and standardize operational support processes and troubleshooting workflows. Build and maintain troubleshooting documentation and knowledge-base processes. Ensure newly supported products meet minimum standards for observability and technical documentation. Requirements We’re looking for an analytical and hands-on professional with strong experience in technical support, observability, incident management, and troubleshooting of complex systems. You should be comfortable operating under pressure, communicating with different stakeholders, and translating technical behavior into business and operational impact. Solid practical experience with observability and telemetry tools such as New Relic , including APM, logs, distributed tracing, and NRQL. Experience with Grafana for dashboards, metrics analysis, and data correlation, or equivalent observability platforms. Strong knowledge of complex SQL and NoSQL queries for troubleshooting, incident analysis, data correlation, and dashboard development. Ability to transform transactional and business metrics—such as success rates, payment API response times, and integration errors—into proactive and actionable alerts. Practical experience with ITIL practices, particularly Incident Management, Problem Management, post-mortems, and RCA. Knowledge of observability concepts including SLAs, SLIs, SLOs, thresholds, and application health metrics. Experience using Generative AI and LLMs as practical copilots for day-to-day troubleshooting is a plus. Previous experience in retail, payments, acquiring, sub-acquiring, fintech, e-commerce, or large-scale transaction platforms is a plus. Strong communication and presentation skills, with the ability to explain complex problems clearly and use storytelling in executive contexts. Experience coordinating critical incidents and war rooms while remaining calm and structured under pressure. Strong analytical and business-oriented thinking, with the ability to connect system behavior to financial and operational impacts. Ability to collaborate effectively with development, product, business teams, and external suppliers. Strong organization, prioritization, proactivity, and autonomy in dynamic and fast-paced environments. Ability to act as a change agent and continuously improve operational processes and technical practices. Benefits Full-time employment with a 100% remote work model . Flexible medical and dental plans. Medication assistance and health allowance for family members. Free psychotherapy sessions and 24/7 telemedicine. Ongoing prevention, mental health, and vaccination programs. Meal voucher or local restaurant benefit. Food allowance, including an additional Christmas allowance. Discounts of up to 40% across the partner ecosystem's brands. Gympass/TotalPass for gyms and sports studios. Home-office allowance for eligible remote and hybrid work arrangements. Birthday day off. Pet health plan and advantages through travel and accommodation partnerships. Extended parental leave: 180 days for mothers and 120 days for fathers . Support programs for parents of children with specific needs. Childcare/babysitter assistance and education support. School-material allowance and child nutrition credit. Dedicated legal, psychological, and social guidance. Private pension plan and life insurance. Financial support related to the loss of parents and payroll-deducted loan options. Transportation allowance and parking, according to the applicable work model. Opportunity to work on high-scale financial and retail transaction flows. Strong focus on observability, resilience, crisis management, and continuous technical improvement. Benefits packages are adapted according to role and work-model eligibility.