Mid-Level Support Analyst (Foreign Trade Specialist) São Paulo-SP (CLT)

Job Mission:

We are looking for a professional passionate about Foreign Trade to act as a specialist in supporting our system. Your main objective will be to resolve complex problems that require in-depth technical investigation, combining your solid business knowledge (Customs Regulations, import/export processes) with data analysis to ensure customer satisfaction and success.

Main Responsibilities:

• • Analysis and Resolution of Complex Cases (Level 2): Act as a escalation point for technical and business tickets that require detailed investigation, going beyond initial support.
  • Root Cause Investigation: Dive into reported problems, using analysis tools, consulting logs, and performing database queries (SQL) to understand system and data behavior.
  • Interface with Product/Development Team: Replicate error scenarios, document cases clearly, and act as a bridge between Support and the Development team to ensure bug fixes and improvement suggestions.
  • Knowledge Management: Create and maintain technical and business articles in our knowledge base, detailing solutions for complex problems and empowering the entire support team.
  • Mentorship and Training: Guide and train Level 1 analysts on new system features, specificities of the Foreign Trade business, and resolution procedures.
  • Strategic Collaboration: Work together with Development, Infrastructure, and Product teams to ensure definitive problem resolution and contribute insights for system evolution.

Essential Requirements (Mandatory):

• • Solid knowledge and practical experience in Foreign Trade: Experience with import/export processes, customs legislation (Customs Regulations, INs, etc.). This is the main requirement for the position.
  • Previous experience in roles requiring system analysis: Such as Technical Support (L2), Software Implementation, Business Analyst, or key-user of Foreign Trade systems.
  • Strong analytical ability: Ability to diagnose the root cause of problems involving both business rules and system technical behavior.
  • Basic knowledge in database queries (SQL): You must be able to perform SELECT queries with JOINs and WHERE clauses to investigate data and incidents.
  • Excellent communication: Ability to translate technical challenges clearly to clients and, at the same time, detail business rules for technical teams.

Desirable Requirements (Differentials):

• • Experience with ticket management tools (Jira, Zendesk, etc.).
  • ITIL concepts and good incident management practices.
  • Knowledge in APIs and system integrations.

Why is UXComex the right place for you?

• • Collaborative, relaxed work environment that values initiative.
  • Opportunity to work in a growing segment with real impact on the market.
  • Feedback and continuous learning culture, where your development is a priority.
  • Opportunity for professional growth in a startup in full expansion.

Complete Benefits Package:

• • 💳 Meal Voucher: R$ 660.00 on the CAJU card.
  • 🚌 Transport Voucher.
  • 🏥 Health and Dental Plan: Smart 200 Plan (with discount only on copayment when used).
  • 💪 TotalPass: Access to gyms and studios.
  • 💆‍♀️ Well-being: Massage sessions in the office 2x per month.
  • 🎂 Birthday Day Off.
  • 🏢 Hybrid Model: 2x per week in the office. * During the first 3 months (onboarding), on-site attendance may be higher for a fantastic integration.
  • 🛡️ Life Insurance.
  • ✅ 13th Salary and Paid Vacation.
  • Salary: To be discussed