About DEUNA DEUNA is a rapidly growing startup that simplifies global payments and powers next-generation commerce in a single platform. Our products have consolidated hundreds of payment solutions into a single integration, harnessing an intuitive payment orchestration method and centralizing payment reconciliation. We are currently present across LATAM and seeking exceptional talent to join our team and continue revolutionizing the world of payments. We are looking for a proactive and customer-oriented Technical Monitoring Analyst to join our team. This role will be responsible for gathering and tracking operational requirements and incidents, monitoring client health, and ensuring high-level customer satisfaction. The ideal candidate will possess strong analytical skills and a desire to provide top-notch technical support. Night shifts are included in this role. Key Responsibilities: 1. Collect and document operational requirements and incidents from clients. 2. Monitor and assess client system health to proactively identify issues. 3. Manage incident resolution processes, ensuring timely and effective communication with stakeholders. 4. Collaborate with cross-functional teams to address client concerns and enhance service delivery. 5. Utilize tools such as JIRA and Zendesk for tracking and managing support requests. 6. Provide technical assistance and guidance to clients on system usage and best practices. Qualifications: 1. Experience with JIRA and Zendesk is highly desirable. 2. General knowledge of AWS. 3. Familiarity with programming languages such as TypeScript, Java, and Go. 4. Understanding of transaction processing with Payment Service Providers (PSPs) is a plus. 5. Knowledge of Vtex, Magento, Shopify is a plus. Skills: 1. Strong analytical and problem-solving skills. 2. Excellent communication skills, verbal and written. 3. Ability to work independently and as part of a team. 4. Strong attention to detail and organizational skills. 5. Customer-centric mindset with a proactive approach to issue resolution. 6. English: Intermediate level (reading and writing). 7. Portuguese is desirable. Education & Experience: A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Previous experience in technical support or incident management is a plus. If you are passionate about technology and providing exceptional support to clients, we would love to hear from you.