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Mid-Level Support Analyst

Campinas, São Paulo, Brazil

 

About us

AB InBev is the leading global brewer and one of the world’s top 5 consumer product companies. With over 500 beer brands, we’re number one or two in many of the world’s top beer markets, including North America, Latin America, Europe, Asia, and Africa.

About ABI Growth Group

Created in 2022, the Growth Group unifies our business-to-business (B2B), direct-to-consumer (DTC), Sales & Distribution, and Marketing teams. By bringing together global tech and commercial functions, the Growth Group allows us to fully leverage data and drive digital transformation and organic growth for AB InBev around the world.

In addition to supporting well known global beer brands like Corona, Budweiser and Michelob Ultra, the Growth Group is home to a robust suite of digital products including our B2B digital commerce platform BEES, on-demand delivery services Ze Delivery and TaDa Delivery, and table top beer keg PerfectDraft.

We are an exceptional team, focused on understanding and supporting consumer and customer needs, harnessing new technology, and scaling growth opportunities.

What you’ll do:

  • Own the end-to-end resolution of production incidents and service requests for live digital applications and products; participate in and contribute to root cause analysis for recurring issues.
  • Triage and troubleshoot application, data, and integration issues; document evidence (logs, traces, queries, API behavior) to support diagnosis and handoff to specialists when needed.
  • Participate in war rooms for critical incidents, helping drive resolution and communicating clearly with stakeholders throughout the event.
  • Monitor incident and request queues, prioritize work, and act proactively to meet SLAs and reduce customer impact.
  • Follow and improve IT service management processes and procedures aligned with ITIL (Incident, Problem, Change, and Knowledge Management).
  • Maintain and evolve SOPs, runbooks, and knowledge base content in Confluence after incident resolution and reviews.
  • Analyze incident trends and current tooling/processes to identify improvements that reduce recurrence and improve reliability of the application layer.
  • Mentor junior analysts on diagnosis, tooling, documentation, and best practices.
  • Prepare and present operational reports and metrics to leadership where required.
  • Support onboarding and training of new team members; collaborate daily with engineering QA, product, and project stakeholders.

What you’ll need:

  • University degree in courses related to computing such as Computer Engineering, Computer Science, Information Systems, or Systems Analysis and Development (or equivalent professional experience in application support).
  • Solid experience in production application support or technical operations for software/digital products at scale.
  • Strong problem-solving, critical thinking, systems thinking, and learning agility (comfort adopting new product areas, data sources, and tools).
  • Knowledge of SQL and of relational and non-relational (NoSQL) databases for investigation and validation, including hands-on use where needed (e.g. MongoDB and/or Cosmos DB).
  • Familiarity with mobile app testing on Android and iOS—using local simulators/emulators and/or cloud device and browser testing platforms (e.g. LambdaTest, BrowserStack)—to reproduce and validate user-impacting issues.
  • APIs and practical use of tools such as Postman for reproduction and troubleshooting.
  • Understanding of cloud computing concepts (Azure and/or AWS), microservices, messaging/MQ concepts, and observability (e.g. APM, distributed tracing); hands-on experience with New Relic is a strong plus.
  • Experience with Jira (e.g. JSM, Software, service desk workflows) and Confluence for ticketing, documentation, and knowledge management.
  • Programming logic and ability to run or adapt Python scripts (e.g. in VS Code) for diagnostics or light automation; broader programming experience is a plus.
  • Familiarity with Databricks (or similar) for data analysis in support investigations is a plus.
  • Confident use of AI assistants (e.g. ChatGPT, Copilot, Cursor) for research, drafting, and analysis—with sound judgment and verification.
  • Advanced communication skills in English (written and spoken).
  • Experience with Agile projects or delivery environments.

More about you:

  • Ability to work under pressure and manage multiple priorities during incidents and peak volume.
  • Strong analytical and problem-solving skills applied to business rules, data flows, and user impacting defects.
  • Excellent communication and interpersonal skills with both technical and non-technical audiences.
  • Ability to work in a team-oriented, collaborative environment aligned with development and product teams.
  • High level of self-motivation and willingness to make a measurable difference in stability and customer experience. 
  • Autonomy, accountability, and a strong desire to learn continuously

What We Offer:

  • Performance-based bonus*
  • Attendance Bonus* 
  • Private pension plan
  • Meal Allowance
  • Casual office and dress code
  • Days off*
  • Health, dental, and life insurance
  • Medicines discounts
  • Gympass partnership
  • Childcare subsidies
  • Discounts on Ambev products*
  • Clube Ben partnership
  • Scholarship*
  • School materials assurance
  • Language and training platforms
  • Transport allowance

*Rules applied

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Demographic Brazil

ABInBev is committed to creating a diverse and inclusive workforce and culture. We conduct confidential surveys to better understand & ensure we provide equal opportunity throughout our end-to-end recruitment process. Individuals seeking employment at ABInBev are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

When you apply to a job on this site, the personal information contained in your application will be collected by ABINBEV SERVICES LLC. Your personal information will be processed in accordance with the law for the purposes of managing ABINBEV’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes.

On a voluntarily basis and subject to receiving your express consent, you’ll be asked demographic questions about your ethnicity, gender, sexual orientation and ability status. We collect this information for the purposes of supporting a diverse and inclusive workforce - it will not be considered in the hiring process or thereafter and all information will be reviewed collectively rather than individually. We won’t sell or share this information with third parties, but please note that we use Greenhouse Software Inc to manage the recruitment and hiring process on our behalf.

Your personal information will be retained by us for 2 (two) years from collection. You have the right to request access to your personal information, to request that your personal information be rectified or erased, and to request that processing of your personal data be restricted at any time. You can do so by contacting https://contactus.ab-inbev.com/ if you are located outside Europe, and emailing abi-team@firstprivacy.com if you are located in Europe. We expect that our procedures will deal fairly and promptly with your request. However, if you remain dissatisfied, you have the right to lodge a complaint with your local data protection authority.

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