Technical Support Analyst Jira Senior - Remoto en DEUNA

DEUNA, a rapidly growing SaaS startup, is revolutionizing the e-commerce landscape in LATAM by solving the most pressing challenges faced by businesses today:customer conversion, payment acceptance, and fraud prevention with a single integration.

With a recently announced $30M USD Series A funding, we operate in 5 LATAM countries and are on the lookout for exceptional talent to join our team and continue driving our success.

Visit  https://www.deuna.com/  to learn more about us!

We are seeking a proactive and customer-oriented Technical Support Analyst to join our team. This role will be responsible for gathering and tracking operational requirements and incidents, monitoring client health, and ensuring a high level of customer satisfaction. The ideal candidate will possess strong analytical skills and a desire to provide top-notch technical support. This role includes night shifts.

Key Responsibilities:

-Collect and document operational requirements and incidents from clients.

-Monitor and assess client system health to proactively identify issues.

- Manage incident resolution processes, ensuring timely and effective communication with stakeholders.

- Collaborate with cross-functional teams to address client concerns and enhance service delivery.

- Utilize tools such as JIRA and Zendesk for tracking and managing support requests.

- Provide technical assistance and guidance to clients on system usage and best practices.

Qualifications:

- Experience with JIRA and Zendesk is highly desirable.

- General knowledge of AWS.

-Familiarity with programming languages such as TypeScript, Java, and Go.

-Understanding of transaction processing with Payment Service Providers (PSPs) is a plus.

-Knowledge of Vtex, Magento, Shopify is a plus.

Skills:

-Strong analytical and problem-solving skills.

-Excellent communication skills, verbal and written.

-Ability to work independently and as part of a team.

-Strong attention to detail and organizational skills.

-Customer-centric mindset with a proactive approach to issue resolution.

-English: I ntermediate level (reading and writing).

-Portuguese is desirable.

Education & Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred. Previous experience in technical support or incident management is a plus.

If you are passionate about technology and providing exceptional support to clients, we would love to hear from you!