IT Technical Support Analyst

About the role

As an IT Technical Support Analyst, you will collaborate closely with Engineering teams to support release coordination, testing processes, and technical troubleshooting across multiple applications. This role requires strong analytical skills, foundational technical knowledge, and the ability to manage incident triage while working with cross‑functional teams in a fast‑paced environment. You will act as a central point of contact, ensuring smooth releases and efficient technical issue resolution.

In this role, you will:

• Create and manage release schedules, coordinating resources and planning weekly releases for various applications.
• Act as a central point of contact among development, QA, and operations teams to ensure smooth and integrated release processes.
• Review product documentation and write detailed test cases as needed.
• Perform L1 responsibilities when required, and coordinate with cross‑functional teams to conduct root cause analysis for L1 and L2 issues.
• Review product feature documents, write test cases, and perform smoke testing.
• Work as Release Coordinator for weekly builds.
• Review, triage, and escalate incoming technical bugs.
• Analyze, review, and update applications and infrastructure relying on Google technology to increase efficiency, testing quality, and monitoring.
• Troubleshoot remotely, resolve technical issues, detect trends, and escalate appropriately.
• Characterize incidents, reproduce issues, perform diagnosis, and analyze root causes.

• Recommend solutions based on systemic knowledge and engineering best practices.

Work model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring attendance to a client or Cognizant office in Sao Paulo, Brazil. Regardless of your working arrangement, we are here to support a healthy work‑life balance through our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered

• Understanding of ITIL processes.

• Basic knowledge of SQL. and Linux.

• Strong troubleshooting capabilities across products and tools.
• Experience with manual testing.
• Advanced level of English
• Ability to collaborate with cross‑functional teams.

• Analytical and problem‑solving mindset.

• High attention to detail and strong documentation habits.

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These will help you stand out

• Experience working in technical customer support or operations roles.

• Experience supporting critical (P0/P1) incident escalations.
• Ability to learn quickly and work autonomously.
• Strong sense of ownership and accountability.
• Proficiency in Google Docs, Spreadsheets, Presentations.