Support Analyst

Campinas – SP

About Griaule

Griaule develops software for biometric identification. We work with cutting-edge technology to provide solutions for large-scale, highly complex biometric challenges.

Our environment is driven by high performance, and we expect our teams to achieve exceptional results. We have a welcoming atmosphere at our headquarters, with close relationships among colleagues, which makes internal communication easy and direct.

We seek the most brilliant professionals in the market and expect each one to have a highly proactive attitude, the ability to work in a team, and a constant focus on the best customer experience.

Griaule is growing rapidly, and we offer opportunities for our employees to grow along with us. Don't miss this chance!

The Challenge

Our support team works to ensure the best possible experience for our customers. At Griaule, you will work on large-scale projects that impact millions of people around the world. The role involves maintaining the health and reliability of biometric solutions by applying best practices in Site Reliability Engineering and technical support. The work includes monitoring the operation and stability of solutions deployed at client sites, analyzing incidents and identifying the root causes of problems, as well as developing scripts to automate operational tasks. You will work in on-premises, cloud, or SaaS environments, running on clusters and integrated with databases. It will also be important to understand how the company’s products and solutions work and to collaborate with the sales, product, engineering, and QA teams to resolve issues and drive improvements.

Main Responsibilities

  • Analyze and troubleshoot database issues
  • Identify the root cause of incidents reported by customers
  • Monitor the health and stability of production environments
  • Handle Level 2 technical support calls
  • Record, track, and report bugs
  • Develop scripts for automating and resolving operational issues
  • Test and deploy new environments and updates
  • Validate new features in the staging environment and after deployment to production
  • Track transactions and operations of the solutions
  • Generate operational and technical reports
  • Install or update tools from the solution suite
  • Conduct tests and analyses in controlled environments to diagnose problems
  • Contribute to the continuous improvement of operational processes

Required Qualifications

  • Bachelor's degree in Engineering, Computer Science, Information Systems, or related fields
  • At least 2 years of experience in infrastructure or solutions support
  • At least 1 year of experience with relational databases (SQL)
  • At least 1 year of experience with Bash or Python scripts
  • Experience with Linux or Unix
  • Experience with Excel or Google Sheets
  • Intermediate English
  • Clear and concise communication
  • Willingness to work occasionally in the evenings or on weekends
  • Willingness to work on-site in Campinas
  • Ability to take responsibility for problem-solving and see issues through to a resolution
  • Attention to detail and a focus on the quality of our work

Desired Qualifications and Experience

  • Intermediate knowledge of Linux
  • Intermediate knowledge of shell scripting
  • Intermediate knowledge of Python
  • Knowledge of Ambari, HBase, and Kafka
  • Experience with automated testing
  • Experience in infrastructure management
  • Experience with ITIL
  • Intermediate Spanish
  • A proactive and inquisitive approach to investigating problems and proposing improvements
  • Interest in automation and continuous process improvement
  • Flexibility to take on a variety of tasks in the field

Benefits

  • CLT
  • Salary above market average
  • Health insurance
  • Dental plan
  • Life insurance
  • Profit sharing
  • Flexible food and meal vouchers
  • Wellhub

open positions

SUPPORT

Support Analyst

Campinas – SP
SUPPORT

Support Technician (Help Desk)

Campinas – SP
TECHNOLOGY

Backend Software Engineer Go MidSr

Campinas – SP
PRODUCTS

Full Pre-Sales Analyst

Campinas – SP
BUSINESS

Business Development Manager

Brasília - DF
PRODUCTS

UX Designer

Campinas – SP