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.

**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

**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)