Analista de Desenvolvimento e Suporte N2 | Digital Equities
BTG Pactual · Greater São Paulo Area
- On site
- Full-time
- R$80,000 / year
- Greater São Paulo Area
Job highlights
- Support and sustain critical IT systems in Variable Income.
- Resolve technology incidents and manage production environments.
- Implement AI and automation to enhance productivity.
- Collaborate with cross-functional teams to ensure quality.
- Monitor infrastructure and integrations for stability.
About the role
About the Area
The area focuses on support, monitoring, and production sustainment for the demands, services, and products of BTG Digital's Variable Income IT team. We sustain and maintain applications related to Trading and Order Management, as well as various other Variable Income products. We monitor infrastructure and integrations between machines and services to mitigate problems, address production incidents, handle IT demands from customer service, and manage the entire Variable Income IT production infrastructure.
Your Day-to-Day
Your challenge will be to create and implement the best solutions to meet demands and resolve technology incidents, ensuring the sustainment of all Trading and Variable Income systems and integrations, always aiming for quality, member experience, and sharing best practices. Additionally, you will actively adopt AI and automation to increase productivity, standardize analyses, and reduce repetitive manual tasks in support.
- Receive demands escalated by Customer Service/Operations (N1) and perform technical filtering/triage (classification, impact, urgency, and criticality).
- Conduct initial investigation: analyze evidence, replicate errors, read logs/dashboards, validate integrations, and check system status.
- Identify and document probable causes, workarounds, and reproduction steps when applicable.
- Open, enrich, and manage tickets, ensuring quality standards: business context, severity, evidence, timeline, impact, metrics, and attachments.
- Act in Major Incidents with a focus on coordination, communication, and continuous updates: status, mitigation, and post-incident.
- Maintain clear communication with Customer Service, Trading Floor/Operations, Product, QA, and Risk/Compliance areas, aligning expectations.
- Monitor SLAs/OLAs, perform follow-ups, and ensure feedback to N1 and/or the internal client with appropriate language.
- Support the creation and maintenance of the knowledge base (KB), runbooks, and operational procedures.
- Propose process improvements to reduce incident volume (e.g., monitoring adjustments, alerts, ticket templates, automations).
- Participate in change routines, post-deploy validations, and release monitoring impacting Variable Income.
- Use AI daily to structure tickets, support troubleshooting/root cause hypotheses, generate communications, and accelerate KB and runbook creation/maintenance.
- Develop and maintain automations (low-code/code) for triage and evidence collection, intelligent templates, validation/reconciliation scripts, and routing/alerts.
- Measure efficiency gains and ensure responsible use (LGPD/security), avoiding sensitive data exposure in unapproved tools.
What we expect from you
- Previous experience in N2 Support (or related roles: operations, monitoring, production support) in a critical environment.
- Technical diagnosis capability and organization of evidence (logs, screenshots, videos, steps, timestamps).
- Experience with ticketing tools (SalesForce/GitHub/Azure or similar) and queue management discipline.
- Knowledge of incident, problem, and change concepts (ITIL in practice).
- Good written and verbal communication, with the ability to translate technical topics for non-technical audiences.
- Availability to work during critical market windows (e.g., opening/closing) and, if applicable, on-call shifts.
- Use of AI in the workflow: comfort working with company-approved AI copilots/assistants, creating prompts, validating outputs, and applying them to the support routine.
- Automation mindset: ability to map repetitive processes and propose/implement improvements with automations.
- Knowledge of the Variable Income cycle: order types, statuses, allocation, settlement, corporate events, D+2 (or current model), etc.
- Basic SQL knowledge for queries (order validation, positions, event trails).
Desirable
- Familiarity with observability: Grafana/Datadog/New Relic/Splunk/ELK.
- Basic API knowledge (HTTP), integration troubleshooting, and payload reading.
- Experience with post-mortems and continuous improvement (RCA, 5 Whys).
- Experience with automations/scripting (e.g., Python, Shell, or low-code tools like Power Automate, Zapier, n8n), and integration with webhooks/APIs.
- Basic prompt engineering, RAG/KB, or AI-assisted playbook creation.
- Sense of ownership and focus on end-to-end problem resolution.
- Prioritization under pressure and impact-based decision-making.
- Organization, attention to detail, and rigor in evidence collection.
- Collaboration and partnership with N1 and N3 (reducing friction and rework).
- Resilience and calmness during incidents.
- Curiosity and continuous improvement, with an automation-first mindset.
Benefits
- Profit Sharing (PLR)
- Food and Meal Allowance
- Health Plan
- Dental Plan
- Childcare/Nanny Assistance
- Transportation Voucher
- WellHub
- TotalPass
- Personal Support Program (EAP)
- Optional plans such as Private Pension and Life Insurance
- Pharmacy Discount
- Nutrition Program
- Maternity Program
- Extended Maternity and Paternity Leave – Citizen Company.
Key skills/competency
- N2 Support Analyst
- ITIL
- Incident Management
- Problem Solving
- Automation
- AI Tools
- Variable Income
- SQL
- Ticketing Systems
- Production Support
Skills & topics
- N2 Support Analyst
- IT Support
- Production Support
- Incident Management
- ITIL
- Automation
- AI
- Variable Income
- Trading Systems
- SQL
- Ticketing Systems
- Salesforce
- GitHub
- Azure
- Grafana
- Datadog
- Splunk
- Python
- Shell Scripting
- Power Automate
- API
- Troubleshooting
- Monitoring
- Critical Environment
- Financial Services
- Software Support
How to get hired
- Tailor your resume: Highlight N2 support, ITIL, incident management, and automation skills. Emphasize Variable Income knowledge and SQL proficiency.
- Showcase AI/Automation experience: Detail your work with AI tools, prompt engineering, and developing automations (low-code/code). Quantify efficiency gains.
- Prepare for technical questions: Review concepts of incident, problem, and change management (ITIL). Be ready to discuss diagnostic capabilities and evidence gathering.
- Demonstrate communication skills: Practice explaining technical issues to non-technical audiences and highlight experience in critical market windows.
- Research BTG Pactual: Understand their focus on technology, Variable Income products, and commitment to innovation, including AI adoption.
Technical preparation
Master ITIL concepts for incident/problem management.,Practice SQL queries for data validation.,Learn AI prompt engineering for support tasks.,Develop automation scripts for efficiency.
Behavioral questions
Describe handling a critical production incident.,How do you prioritize tasks under pressure?,Explain a complex technical issue simply.,How do you collaborate with N1 and N3 teams?
Frequently asked questions
- What are the primary responsibilities of an N2 Development and Support Analyst at BTG Pactual?
- As an N2 Development and Support Analyst at BTG Pactual, your primary responsibilities will include providing N2 support, monitoring, and production sustainment for Variable Income IT systems. This involves resolving technology incidents, managing production environments, investigating technical issues, and utilizing AI and automation to enhance productivity and reduce manual tasks.
- What technical skills are essential for this N2 Support Analyst role at BTG Pactual?
- Essential technical skills include prior experience in N2 Support or similar production support roles in critical environments, strong technical diagnosis capabilities, experience with ticketing tools (SalesForce, GitHub, Azure), knowledge of ITIL concepts, basic SQL for queries, and familiarity with the Variable Income cycle. Experience with AI tools and automation is also highly valued.
- How does BTG Pactual incorporate AI into the N2 Support Analyst role?
- BTG Pactual actively uses AI in the N2 Support Analyst role to structure tickets, support troubleshooting, generate communications, and accelerate the creation of knowledge bases and runbooks. Candidates are expected to be comfortable working with AI copilots and assistants, creating effective prompts, and validating outputs for daily support tasks.
- What kind of market availability is expected for the N2 Development and Support Analyst position?
- Candidates should have availability to work during critical market windows, such as the opening and closing of trading sessions. Depending on the role's needs, there may also be a requirement for on-call shifts to ensure continuous support.
- What are the desirable skills for an N2 Development and Support Analyst at BTG Pactual?
- Desirable skills include familiarity with observability tools like Grafana or Splunk, basic knowledge of APIs for integration troubleshooting, experience with post-mortems and continuous improvement processes, scripting/automation experience (Python, Shell, Power Automate), and knowledge of prompt engineering or AI-assisted playbook creation. A strong sense of ownership and resilience under pressure are also beneficial.
- What benefits does BTG Pactual offer to its employees, including the N2 Development and Support Analyst?
- BTG Pactual offers a comprehensive benefits package, including profit sharing, food and meal allowances, health and dental plans, childcare assistance, transportation vouchers, and access to wellness programs like WellHub and TotalPass. Additional benefits include a personal support program, optional private pension and life insurance, pharmacy discounts, and extended parental leave.