Application Support IT Senior

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Software Engineering

In short

Senior Application Support IT role based in Curitiba, Brazil, focusing on resolving incidents and service requests for digital products across Latin America. This hybrid position requires a Bachelor's degree, over 5 years of IT application support experience, and fluency in Portuguese, Spanish, and English.

Responsibilities

Act as the first point of contact for users across Latin America, managing incidents and service requests via customer portal, phone, and other channels.
Diagnose and resolve issues in digital products using structured troubleshooting, logs, data checks, and knowledge articles.
Escalate issues to product teams with complete information and follow cases until resolution.
Participate in major incident management, communicate with affected markets, and collaborate with global teams to restore services.
Ensure smooth handover of open cases between shifts and teams.
Act as the user's advocate to application and product teams, sharing trends and improvement ideas.
Participate in testing and deployment of new features and releases.
Identify recurring incidents and contribute to problem management and root-cause analysis.
Propose and implement process improvements and automations using Kaizen and Agile methodologies.
Create and maintain knowledge base articles and user guides.

Requirements

Bachelor's degree in Information Technology or a related field, or proven experience in user/customer support.
Minimum of 5 years of experience in IT application support, technical support, or a customer-facing role.
Fluent Portuguese, Spanish, and English (written and spoken).
Clear, empathetic written and spoken communication skills, business-oriented for non-technical users.
Strong understanding of the internal/external user journey and a customer-centric approach to ticket resolution.
Structured analytical and problem-solving skills with a focus on root cause analysis.
Technical curiosity in how products, integrations, and data work together (web applications, APIs, databases, mainframes).
Ownership, resilience, and adaptability to changing priorities.
Team spirit and willingness to share knowledge and support colleagues.

Desired Qualifications

Experience with ServiceNow and/or Azure DevOps.
Basic SQL or scripting for data checks and simple automation.
Experience with Agile frameworks (Scrum, Kanban, Stable Teams) or Lean / Kaizen practices.
Knowledge of digital commercial processes, parts management and/or basic logistics in the automotive or heavy-vehicle industry.
Familiarity with the business and cultural context of Latin American markets (Argentina, Chile, Colombia, Peru).
Interest in AI, Automation, and Modernization.

Benefits

Medical and dental insurance plans
On-site medical clinic
Pharmacy assistance program
Reimbursement for corrective lenses
Sick leave assistance
Childcare allowance
Special education allowance
Extended maternity and paternity leave
Meal and food vouchers
On-site meals (depending on work location)
Company-provided shuttle transportation
Profit Sharing Program (PLR)
Private pension plan – Vikingprev
Life insurance
Volvo Association Club
Access to a wellness app with partner gyms and fitness studios

Skills

ServiceNowAzure DevOpsSQLScrumKanbanKaizenAgile

#IT#Application Support#Digital Products#Troubleshooting#Customer Support#Process Improvement#Agile#Kaizen

About Volvo Group

The Volvo Group is one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines. The Group also provides complete solutions for financing and service. The Volvo Group, with its headquarters in Gothenburg, employs about 100,000 people, has production facilities in 18 countries and sells its products in more than 190 markets.\n\n

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