Senior Application Support Analyst

First Help Financial
📍 São Paulo - SP Publicado 21/01/2026 Área: Application Support Analyst
Remoto / Home office

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Local: São Paulo - São Paulo, Brazil, São Paulo, State of São Paulo, Brazil Formato: Híbrido

Local

São Paulo - SP

Responsabilidades

  • Provide support for a cloud-based loan origination application.
  • Lead investigation and resolution of complex production issues across applications, APIs, integrations, and databases.
  • Coordinate and participate in high-severity incident response, including root cause analysis and post-incident reviews.
  • Support production releases, post-release validation, and operational readiness.
  • Own the end-to-end support process, including intake, triage, prioritization, escalation, resolution, and closure.
  • Manage and prioritize support tickets using JIRA, JIRA Service Management, or similar tools, ensuring adherence to SLAs.
  • Establish and continuously improve support workflows, escalation paths, and operating procedures.
  • Identify recurring issues and partner with Engineering and Product teams to drive long-term fixes.
  • Own support reporting and metrics, providing regular visibility into the health and performance of the support organization.
  • Prepare and present weekly status reports covering ticket volume, severity trends, SLA performance, and key risks.
  • Deliver executive-level metrics and summaries on a recurring cadence, highlighting trends, improvements, and areas of concern.
  • Translate operational and technical data into clear, actionable insights.
  • Serve as a primary point of contact for business stakeholders across Operations, Underwriting, and Funding teams.
  • Communicate complex technical issues clearly to non-technical audiences.
  • Mentor and guide junior support analysts, setting expectations and best practices.
  • Act as a trusted partner to Engineering and Product teams.

Requisitos

  • 5+ years of experience in Application Support, Production Support, or Technical Operations.
  • Demonstrated ownership of support processes and operational workflows.
  • Proven experience managing support tickets using JIRA, JIRA Service Management, or similar platforms.
  • Experience producing and presenting regular status reports and executive-level metrics.
  • Strong understanding of cloud-based web applications and RESTful APIs.
  • Proficiency in SQL for data analysis and issue investigation.
  • Experience working with logging, monitoring, and alerting tools.
  • Strong organizational skills with the ability to manage multiple priorities.
  • Excellent written, verbal, and presentation skills.
  • Strong interpersonal skills and the ability to influence across teams.
  • Application programming knowledge & debugging would be a plus.
  • Ability to work flexible hours and off hours as needed to meet operational demands including early start/end times.
  • A bachelor's degree in Computer Science, Engineering, or a related field is preferred.

Diferenciais

  • Fluent in English and Portuguese.
  • First Help Financial, voted and certified as a