Technical Support Analyst II

Hi, I'm Arison Ferreira, your recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. We are looking for Technical Support Analyst II who will: - Technical Support: Provide Level 2 support, resolving production errors and troubleshooting customer issues. - Development & Maintenance: Design, write, modify, and debug CSG product applications; perform basic bug fixes. - System Monitoring: Perform application health checks, monitor performance, and establish backup/recovery procedures - Release Management: Perform release promotions (development to UAT/Production) and support builds using Jenkins/CI tools. - Testing: Conduct bug verification, release testing, and beta support for assigned products. - Documentation: Update the CSG Support Tool (tickets) and create/maintain Remedy Knowledge Management articles. - Collaboration: Liaise between customers and Level 4 (R&D) teams; escalate issues following established procedures. - Compliance: Ensure all work meets defined SLAs (Service Level Agreements) and OLAs - Availability: Work in shifts, on-call (24/7), weekends, and public holidays as required. Is this opportunity right for you? We are looking for candidates who have: - Education: Degree or Diploma in IT, Computer Science, or Engineering. - Experience: 3–5 years in the software industry; experience in the Telecommunications industry is preferred. - C ertifications: ITIL accreditation and AWS certifications are considered advantages. - Operating Systems: Unix/Linux (Shell scripting, basic administration, performance monitoring). - Databases: Oracle (SQL, PL/SQL). - Tools: Jenkins (CI/CD), Microsoft Office, Ticket/Queue management systems. Perks & Benefits Sulamerica Health Sulamerica Dental Vidalink Food/Meal Voucher Child Care Assistance Day off: on birthday Gympass Language assistance Digital course platform Volunteer time off: 2 days a year #LI-Remote #LI-AT1 Location(s): Brazil Remote Accommodation: If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes. Our Guiding Principles: Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen. Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are. Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure. Our Story: CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy. By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.