Support Analyst
Monks is seeking a proactive and self-directed Support Analyst to join our team in Brazil. In this role, you will be part of a dynamic team dedicated to enhancing customer experience and improving systems and processes. Monks is a global, digital-first, data-driven company that combines a wide range of marketing and technology services to redefine how brands interact with the world.
As a Support Analyst, you will serve as the first or second point of contact for customer inquiries via chat, email, and ticketing systems. You will own issues end-to-end, ensuring timely resolution of product functionality, configuration, and data-related problems. Your responsibilities will include investigating and resolving technical issues by analyzing system logs, running SQL queries, testing APIs, and identifying potential bugs or integration failures. Additionally, you will assist with system configuration and administration tasks, including API troubleshooting, integration support, and monitoring application performance to ensure platform stability.
The ideal candidate will have 3–5 years of experience in technical support, application support, or customer-facing technical roles. Technical proficiency is essential, including experience with ticketing systems such as Jira, strong SQL skills for querying and analyzing data, familiarity with API testing tools like Postman, and scripting languages such as Bash. You should have the ability to analyze application logs and debug issues, as well as a strong understanding of complex SaaS products, configurations, and integrations. Excellent written and verbal communication skills are required, with the ability to clearly explain complex technical topics to both technical and non-technical stakeholders.
Monks offers a collaborative and innovative work environment where employees are encouraged to take ownership and continuously learn. Joining our team provides opportunities for professional growth and the chance to work on cutting-edge projects that redefine how brands interact with the world.