Technical Support Analyst (L2/L3, Production Support)

<h3>Why Join Exadel</h3> <p>We’re an AI-first global tech company with 25+ years of engineering leadership, 2,000+ team members, and 500+ active projects powering Fortune 500 clients, including HBO, Microsoft, Google, and Starbucks.</p> <p>From AI platforms to digital transformation, we partner with enterprise leaders to build what’s next.<br>What powers it all? Our people are ambitious, collaborative, and constantly evolving.</p> <h3>About the Client</h3> <p>A premier global asset servicing provider. The company offers a comprehensive suite of financial solutions, including custody, fund administration, and middle-office services for institutional investors and corporate clients. Leveraging a strong presence across Europe and Latin America, the organization focuses on delivering scalable, technology-driven operations that ensure regulatory compliance and operational efficiency in the global securities market.&nbsp;</p> <h3>What You’ll Do</h3> <ul> <li>Provide L2/L3 technical support for applications and systems supporting multimarket fund administration and related operations.</li> <li>Monitor, analyze, and troubleshoot production incidents, ensuring timely resolution according to established SLAs.</li> <li>Perform detailed investigation of application issues, identifying root causes and potential impacts.</li> <li>Analyze application logs, database information, interfaces, and system behavior to diagnose incidents.</li> <li>Use SQL to query databases, validate transactions, investigate inconsistencies, and support incident analysis.</li> <li>Troubleshoot APIs and system integrations, including request/response analysis and interface failures.</li> <li>Understand application architecture, data flows, integrations, and dependencies between systems.</li> <li>Have basic programming knowledge to understand application logic, analyze code when necessary, and support technical investigations.</li> <li>Work closely with Development teams to reproduce issues, provide technical evidence, and support bug fixing.</li> <li>Support incident, problem, and change management processes.</li> <li>Perform root-cause analysis (RCA) and document technical findings and corrective actions.</li> <li>Identify recurring incidents and contribute to continuous improvement and system stability.</li> <li>Support production deployments, releases, and post-deployment validation when required.</li> <li>Interact with Business and Operations teams to understand functional impacts and translate business problems into technical investigations.</li> <li>Maintain accurate technical documentation, troubleshooting procedures, and knowledge-base articles.</li> </ul> <h3>What You Bring</h3> <ul> <li>Proven experience in application production support and incident troubleshooting.</li> <li>Good knowledge of SQL, including querying and analyzing relational databases.</li> <li>Basic to intermediate knowledge of programming concepts and ability to understand application logic and source code.</li> <li>Experience analyzing application logs, error messages, stack traces, and system behavior.</li> <li>Understanding of application architecture, interfaces, data flows, and distributed systems.</li> <li>Experience with incident management, problem management, and root-cause analysis.</li> <li>Strong analytical and troubleshooting skills.</li> <li>Ability to work with multiple technical teams to resolve complex production incidents.</li> <li>Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.</li> <li>Solid mid-level experience in technical application support, production support, systems analysis, or a similar role.</li> <li>Previous experience supporting financial services applications is highly desirable.</li> <li>Experience in a 24x7 or business-critical production environment is a plus.</li> </ul> <h3>Nice to have</h3> <ul> <li>Practical knowledge of REST APIs, HTTP, JSON/XML, and system integrations.</li> <li>Experience with investment funds, asset management, fund administration, or financial markets.</li> <li>Understanding of multimarket funds (Hedge Funds) and their operational processes is highly desirable.</li> <li>Knowledge of fund lifecycle, transactions, positions, portfolio information, NAV, reconciliation, or related fund administration processes is a strong plus.</li> <li>Familiarity with financial systems and integrations between fund administration, accounting, portfolio management, and external platforms is desirable.</li> </ul> <h3>English level</h3> <p>Intermediate</p> <p>Location: São Paulo, Brazil.</p> <p>Work type: In-person</p> <h3>Legal &amp; Hiring Information</h3> <ul> <li>Exadel is proud to be an Equal Opportunity Employer committed to inclusion across minority, gender identity, sexual orientation, disability, age, and more</li> <li>Reasonable accommodations are available to enable individuals with disabilities to perform essential functions</li> <li>Please note: this job description is not exhaustive. Duties and responsibilities may evolve based on business needs</li> <li>Compensation details are shared with candidates at the early stage of the recruitment process.</li> <li>The offer is not binding until a signed contract is in place.</li> </ul> <h3>Your Benefits at Exadel</h3> <p>Exadel benefits vary by location and contract type. Your recruiter will fill you in on the details.</p> <ul> <li>International projects</li> <li>In-office, hybrid, or remote flexibility</li> <li>Medical healthcare</li> <li>Recognition program</li> <li>Ongoing learning &amp; reimbursement&nbsp;</li> <li>Well-being program</li> <li>Team events &amp; local benefits&nbsp;</li> <li>Sports compensation&nbsp;</li> <li>Referral bonuses&nbsp;</li> <li>Top-tier equipment provision</li> </ul> <h3>Exadel Culture</h3> <p>We lead with trust, respect, and purpose. We believe in open dialogue, creative freedom, and mentorship that helps you grow, lead, and make a real difference. Ours is a culture where ideas are challenged, voices are heard, and your impact matters.</p>