Mid-Level Support Analyst - Qive (Remote in Brazil)

**Overview**

Join Qive, Brazil's leading accounts payable platform that simplifies complex financial processes for businesses nationwide. We connect over 210,000 CNPJs and employ 300+ professionals, revolutionizing payment management, document handling, and supplier relations through cutting-edge automation and security. Be part of a team that dreams big, executes rapidly, and builds the future of financial technology.

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Responsibilities **

• Master Qive's product suite and the broader fiscal/financial ecosystem • Provide comprehensive client support through ITSM tools following ITIL guidelines, investigating and resolving incidents, requests, and product-related inquiries • Create, update, and continuously improve technical documentation • Monitor platform availability using tools like Grafana, taking proactive measures to prevent service interruptions • Analyze and enhance support workflows, identifying bottlenecks and optimizing customer experiences • Collaborate across multidisciplinary teams including Customer Success, Engineering, Product, and Finance • Serve as communication liaison between internal teams, facilitating clear requirements and platform maintenance needs • Maintain Service Level Agreements (SLA), prioritizing tickets and delivering creative, effective solutions

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Requirements **

• Proven experience in technical support and customer service for SaaS platforms • Basic GitLab knowledge • Practical understanding of ITIL fundamentals and SLA management, including incident, problem, and service request procedures • HTTP request proficiency (creating calls, execution, method identification, status codes) using tools like Postman • Code analysis capabilities (logs, Chrome Dev Tools, JSON, Grafana/Loki, BigQuery) and SQL query skills (PostgreSQL/MySQL preferred) • Strong prioritization skills, productivity focus, and excellent verbal/written communication abilities for clear information delivery across diverse stakeholders

Monday to Friday, 9 AM – 5 PM (full-time)