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.
La Comunidad Cognizant:
Somos un equipo que se aprecia y apoya mutuamente. Nuestros asociados trabajan en un entorno colaborativo e integrador en el que todos pueden prosperar.
- Cognizant es una comunidad global con más de 300.000+ asociados en todo el mundo.
- No solo soñamos con un mundo mejor, sino que trabajamos para hacerlo realidad.
- Cuidamos de nuestros asociados, clientes, socios, comunidades y entorno haciendo lo correcto.
- Fomentamos un entorno innovador en el que puedes desarrollar tu carrera profesional.
Acerca de nosotros
Cognizant (NASDAQ: CTSH) es arquitecto de soluciones de IA y proveedor de servicios tecnológicos que traduce la inversión en inteligencia artificial en valor empresarial real mediante soluciones de IA de stack completo adaptadas a cada cliente. Su profundo conocimiento de la industria, los procesos y la ingeniería le permite integrar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan un impacto real en el negocio y mantienen a las grandes empresas globales un paso adelante en un mundo en constante cambio. Para más información, visita www.cognizant.es o síguenos en @cognizant.
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
Advertencia:
La información sobre remuneración es exacta a la fecha de esta publicación. Cognizant se reserva el derecho a modificar esta información en cualquier momento, sujeto a la legislación aplicable.Es posible que los candidatos deban asistir a entrevistas en persona o por videoconferencia e, incluso, que tengan presentar su documento de identidad vigente, durante cada entrevista.