SW Engineer, Service Desk Analyst

Job Description

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a SW Engineer, Service Desk Analyst based in Brazil. This role is an opportunity to support a high-availability technology environment where fast, accurate incident response is critical to service continuity. You will act as a first point of contact for service alarms and incidents originating from customers or internal monitoring systems. The position combines technical troubleshooting, monitoring, incident management, and clear communication across engineering and operations teams. You will use tools such as Grafana, ticketing platforms, SQL, and system logs to investigate issues and assess their impact. The role also offers exposure to cloud environments, ITIL-based processes, and structured incident response practices. Success requires agility, attention to detail, and the ability to remain effective while managing multiple or high-priority incidents. As part of an on-call rotation, you will contribute directly to maintaining reliable services around the clock.
• Accountabilities Monitor platform incidents and alarms in real time, responding promptly to service disruptions and potential issues. Act as the first level of response for incidents reported by customers or detected through internal monitoring systems. Respond to incident tickets with clear, professional, and timely communication, ensuring relevant information is accurately documented. Follow established runbooks and troubleshooting procedures to investigate and resolve incidents efficiently. Analyze system logs and use Grafana and other monitoring tools to identify symptoms, validate incidents, and assess their potential impact. Use basic SQL queries to investigate incident-related data and support technical troubleshooting. Escalate incidents to the appropriate engineering or operations teams when required, providing detailed context, investigation results, and incident reports. Proactively identify recurring or emerging issues and take appropriate action before they develop into larger service disruptions. Support incident response activities in collaboration with platform engineering, operations, customer success, and other technical teams. Participate in incident war rooms, follow the direction of the Incident Commander, communicate status updates, and document actions taken. Apply incident, access, change, security, and compliance procedures consistently when handling technical issues and sensitive information. Participate in scheduled 24/7 on-call rotations, including nights, weekends, and holidays, helping maintain continuous service availability. Contribute to post-incident documentation, including timelines, findings, remediation steps, and opportunities for process improvement. Requirements Bachelor's degree or 3+ years of relevant professional experience. 1–2 years of experience in Service Desk, Help Desk, Technical Support, Incident Response, or a similar operational role. Based in Brazil and comfortable working in a fully remote environment. English proficiency at B2 level, with the ability to participate in calls, understand technical documentation and alerts, and write clear ticket updates. Hands-on experience with ticketing and service-management platforms such as ServiceNow, Jira, or Zendesk, including understanding of priorities, severity levels, SLAs, escalation processes, and incident classification. Ability to read and interpret system logs and use monitoring tools such as Grafana or comparable platforms. Basic SQL skills, including the ability to write queries using commands such as SELECT, WHERE, JOIN, ORDER BY, and LIMIT. Familiarity with cloud computing fundamentals across platforms such as AWS, Azure, or GCP, including regions/AZs, instances, load balancers, security groups/IAM, storage, and basic monitoring. Understanding of ITIL-based incident management and structured troubleshooting practices. Ability to work effectively under pressure and manage multiple incidents simultaneously while maintaining accuracy and clear communication. Strong written and verbal communication skills, with the ability to provide concise technical updates and post-incident documentation. Comfortable working collaboratively in incident war rooms and following established incident-management leadership. Ability to follow predefined runbooks while applying analytical thinking to diagnose and resolve problems. Familiarity with command-line tools such as curl, tail, and grep, with basic scripting or automation skills considered an advantage. Strong awareness of security and compliance requirements, particularly when handling access controls and sensitive information. Willingness and availability to participate in on-call rotations, including nights, weekends, and holidays. Benefits Fully remote position for professionals based in Brazil. Full-time employment opportunity in a technology environment focused on service reliability and operational excellence. Exposure to cloud platforms, monitoring technologies, incident management, and modern technical operations. Opportunity to collaborate closely with engineering, operations, and customer-facing teams. Professional development through hands-on experience with ITIL practices, incident response, troubleshooting, and cloud technologies. Opportunity to contribute to service availability and reliability in a high-impact technology environment. Experience working with distributed teams and international stakeholders. Structured operational processes, runbooks, monitoring practices, and escalation frameworks. Participation in a 24/7 support model with scheduled on-call rotations.
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