Senior Support Analyst - São Paulo (Contract)

First Help Financial (FHF) is a fast-growing and culturally diverse company in the U.S. We provide auto loans to the underserved and care for our customers and partners with exceptional service. Through flexible financing options and tri-lingual support, we offer consumers an easier way to finance their first car. We lend to and support our portfolio which has consistently grown 30%+ each year over the last nine years.

Here you will find hard-working colleagues who come from over 20 countries. We hold ourselves to the highest standards of professionalism but also enjoy our work. Our culture and benefits are geared towards making you successful in life and comfortable at work.

Your Title: Senior Support Analyst

Your Location: Hybrid/Brazil HQ address - Nações Unidas 12901 - São Paulo - SP (this role requires one day per week in the office on a rotating schedule, plus an additional day in the office each month.)

Your Compensation: A starting base salary of $14,000 BRL or more depending upon experience.

You Report To: Engineering Manager.

Must be able to speak English AND Portuguese fluently.

About the Opportunity:

First Help Financial, voted and certified as a “Great Place to Work” by our workforce for five years in a row, is adding a new partner to our Engineering department to accommodate our remarkable growth! An Application Support Analyst provides front-line technical support to our internal teams and dealers. Your primary function is to answer support tickets and remotely assist with whatever technical or procedural issues the internal teams or the dealers may be facing and bring them to a successful conclusion.

Learn more about our awesome  Engineering team

What You Will Do:

We are seeking a Senior Support Analyst to own and operate the support function for a cloud-based, web-driven Loan Origination Platform. This role is responsible for end-to-end application support, support process ownership, and delivering clear, metrics-driven visibility into the performance and health of the support organization.

The ideal candidate is comfortable operating at both a hands-on technical level and a leadership level—managing support operations, driving continuous improvement, and presenting regular status updates and executive-level metrics to leadership on a defined cadence.

Your responsibilities include but are not limited to:

• Provide support for a cloud-based loan origination application.
• Lead investigation and resolution of complex production issues across applications, APIs, integrations, and databases.
• Coordinate and participate in high-severity incident response, including root cause analysis and post-incident reviews.
• Support production releases, post-release validation, and operational readiness.
• Own the end-to-end support process, including intake, triage, prioritization, escalation, resolution, and closure.
• Manage and prioritize support tickets using JIRA, JIRA Service Management, or similar tools, ensuring adherence to SLAs.
• Establish and continuously improve support workflows, escalation paths, and operating procedures.
• Identify recurring issues and partner with Engineering and Product teams to drive long-term fixes.
• Own support reporting and metrics, providing regular visibility into the health and performance of the support organization.
• Prepare and present weekly status reports covering ticket volume, severity trends, SLA performance, and key risks.
• Deliver executive-level metrics and summaries on a recurring cadence, highlighting trends, improvements, and areas of concern.
• Translate operational and technical data into clear, actionable insights.
• Serve as a primary point of contact for business stakeholders across Operations, Underwriting, and Funding teams.
• Communicate complex technical issues clearly to non-technical audiences.
• Mentor and guide junior support analysts, setting expectations and best practices.
• Act as a trusted partner to Engineering and Product teams.

What you bring:

• 5+ years of experience in Application Support, Production Support, or Technical Operations.
• Demonstrated ownership of support processes and operational workflows.
• Proven experience managing support tickets using JIRA, JIRA Service Management, or similar platforms.
• Experience producing and presenting regular status reports and executive-level metrics.
• Strong understanding of cloud-based web applications and RESTful APIs.
• Proficiency in SQL for data analysis and issue investigation.
• Experience working with logging, monitoring, and alerting tools.
• Strong organizational skills with the ability to manage multiple priorities.
• Excellent written, verbal, and presentation skills.
• Strong interpersonal skills and the ability to influence across teams.
• Application programming knowledge & debugging would be a plus.
• Ability to work flexible hours and off hours as needed to meet operational demands including early start/end times.

FHF Benefits:

• Great Perks – We offer generous salaries, monthly lunches, a robust employee recognition and talent development program to enhance your career with us.
• Culture - We are believers in maintaining a healthy work-life balance. While we work hard and care deeply about our customers and partners, we want you to have room for your family, friends, and yourself.
• Growth - Company growth provides unprecedented career growth.  FHF’s extraordinary year over year growth in revenue and new markets provides opportunity for you to establish and develop your career growth.  We engage each employee to build a career plan that benefits everyone and we have a proven record of investing in you.
  

Diversity and Inclusion

FHF is committed to building a culture that respects and embraces all walks of life, inclusive of gender, race, culture, age, sexual orientation, and other identities. We will make accommodations when interviewing anyone with special needs.