Monitoring And Support Associate

Summary

Join dLocal's Customer Success team as a Monitoring & Support Associate! You will be the primary point of contact for handling alarms, outages, and issues within your coverage hours. This role involves generating reports, monitoring key metrics, identifying anomalies, and troubleshooting operational problems. You will collaborate with other teams, prioritize urgent tasks, and maintain up-to-date technical knowledge. The position requires a Bachelor's degree or equivalent and weekend availability. dLocal offers a remote-first culture with flexible schedules, along with various benefits including a referral bonus program, learning and development opportunities, language classes, and a social budget.

Requirements

• Bachelor's degree or student status
• Availability to work during weekends
• Advanced/Fluent English
• Working from 8:30 am to 5:30 pm India Time from Wednesday till Sunday (1 hr break)

Responsibilities

• Generate reports and monitor important industry metrics
• Monitor and identify anomalies or patterns to prevent escalation
• Involve, escalate, and communicate with other teams through proper channels
• Perform troubleshooting and make necessary adjustments to ensure operational stability
• Innovate and find ways to optimize internal processes to improve customer experience
• Prioritize and respond to urgent tasks
• Maintain up-to-date knowledge of technical processes, functions, and requirements
• Manage tickets, questions, and issues reported by customers
• Follow up on internal issues to ensure SLAs are met

Preferred Qualifications

• Experience working in the payments or tech industry
• Knowledge of analytical tools (Excel, SQL, Databases, Kibana, etc.)

Benefits

• Remote work: work from anywhere or one of our offices around the globe!
• Flexibility: flexible schedules driven by performance
• Fintech industry: work in a dynamic and ever-evolving environment
• Referral bonus program
• Learning & development: access to a Premium Coursera subscription
• Language classes: free English, Spanish, or Portuguese classes
• Social budget: monthly budget for team activities
• DLocal Houses: opportunity to rent a house for a week to cowork with your team