Intermediate/Senior Digital Support Analyst - OP02241-OS

Dev.Pro · Brazil · posted today ago

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About this role

We are hiring in Latin America!

🟢 Dev.Pro is a global team of IT professionals helping tech companies scale their business through software engineering expertise. Operating as a remote-first company, our developers work across 55+ countries on five continents, giving us the flexibility and skillset to deliver high-quality engineering for projects of any size or complexity. Clear communication and following through on our commitments are at the core of how we work. Our people have the freedom to work from anywhere, along with the opportunity to grow — both professionally and personally — as part of a diverse, dedicated team.

Our client is looking for a Digital Support Analyst to join their Guest Engineering team supporting digital and e-commerce services used by guests and franchise locations globally. In this role, you'll help ensure issues affecting the digital experience are addressed with the appropriate urgency. You'll collaborate with internal teams and external partners to drive technical issues to resolution and support changes to digital services.

🟩 What's in it for you:

Support digital services that power the ordering experience for millions of guests worldwide
Solve real-world technical challenges and strengthen your investigation and incident management skills
Gain hands-on experience with AWS Lambda, Dynatrace, Postman, and more

✅ Is that you?

5+ years of experience in technical support roles
Strong investigation, root-cause analysis, and incident management skills
Experience triaging, investigating, and escalating technical issues based on impact and severity
Strong verbal and written communication skills
Experience with technical documentation and translating technical issues to non-technical audiences
Collaborative mindset and ability to explore solutions beyond standard procedures

Desirable:

Familiarity with AWS Lambda and Dynatrace
Prior QSR experience supporting public-facing e-commerce applications
Experience supporting third-party delivery applications or integrations
Familiarity with Postman and ServiceNow
Familiarity with DynamoDB, Azure DevOps, and BrowserStack
Experience with Point-of-Sale (POS) support
Experience with public-facing support or support across a large client/user base
Bachelor’s degree or higher in Computer Science, Software Engineering, or a related field, or relevant practical experience

🧩Key responsibilities and your contribution

In this role, you'll help address issues affecting the digital experience and support their timely resolution.

Respond to and triage alerts related to e-commerce applications and services
Escalate incidents as needed based on their impact and severity
Triage and investigate incidents escalated from Level 1 Technology Support
Track incidents through resolution, escalating to additional teams as needed
Respond to out-of-band and ad-hoc support requests
Support new application and service deployments
Work with development teams and external partners to drive issues or changes to resolution
Monitor and analyze logs, trends, and guest feedback related to digital services
Relay information, knowledge, and status updates to support teams