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Open nowPosted 37 days ago

Pessoa Coordenadora de Suporte Técnico

MAISTODOS14 open roles

Where
Ribeirão Preto, SP, Brasil
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Your applicationOpen nowPessoa Coordenadora de Suporte TécnicoMAISTODOS · Ribeirão Preto, SP, Brasil

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on MAISTODOS's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

14.0% of postings close within 7 days. Measured by our own scanner across the market. MAISTODOS postings stay open a median of 8 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.7%3 days
  3. 14.0%7 days
  4. 22.5%14 days
  5. 38.3%30 days
  6. 59.0%60 days
This job: posted 37 days ago

MAISTODOS median: 8 days open

The posting

Responsabilidades

  • Coordenar a equipe de suporte técnico, garantindo a excelência na resolução das filas técnicas (n2).
  • Governar o backlog técnico nos boards de Jira por produto e temas transversais, priorizando junto com Engenharia.
  • Liderar equipe de análise técnica (N2), com 1:1s, acompanhamento individual e plano de desenvolvimento em trilha técnica.
  • Responder pelos indicadores primários do N2: tempo médio de resolução, taxa de reincidência, bugs identificados, tamanho e idade do backlog técnico, escalonamentos críticos, SLA técnico e Change Failure Rate.
  • Conduzir RCA (Root Cause Analysis) de falhas sistêmicas recorrentes, garantindo que a correção elimine a causa raiz e não apenas feche o ticket.
  • Garantir que a resolução técnica se traduza em correção real percebida pelo cliente, protegendo CSAT e reincidência ( CR ).
  • Desenvolver e implementar treinamentos contínuos para a equipe, focando em novas tecnologias, sistemas e melhores práticas de Suporte Técnico.
  • Gerenciar a capacidade da equipe, planejando escalas, férias e alocação de recursos para atender à demanda.
  • Ser a interface técnica primária com Engenharia, Produto e Tecnologia.

Requisitos

  • Experiência em gestão de equipes de suporte técnico (N2).
  • Proficiência no uso de sistemas de Service Desk (Jira, Zendesk ou similar) para gestão de tickets.
  • Leitura de consultas a bases de dados (SQL).
  • Ferramentas de observabilidade/monitoramento (ex: Datadog). APIs e integrações.
  • Diferencial: Experiência prévia em Engenharia de Software, QA ou operações técnicas (SRE/NOC)
  • Habilidade para desenvolver e apresentar relatórios de desempenho e métricas de suporte.

Habilidades

  • Gestão de Equipes de Suporte Técnico (N2)
  • Sistemas de Service Desk (Jira, Zendesk)
  • Análise de Dados (SQL)
  • Ferramentas de monitoramento
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  1. A CV for this posting

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  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on MAISTODOS's form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

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  5. Reply with AI

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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