About the role
As an IT Technical Support Analyst, you will collaborate closely with Engineering teams to support release coordination, testing processes, and technical troubleshooting across multiple applications. This role requires strong analytical skills, foundational technical knowledge, and the ability to manage incident triage while working with cross‑functional teams in a fast‑paced environment. You will act as a central point of contact, ensuring smooth releases and efficient technical issue resolution.
In this role, you will:
- Create and manage release schedules, coordinating resources and planning weekly releases for various applications.
- Act as a central point of contact among development, QA, and operations teams to ensure smooth and integrated release processes.
- Review product documentation and write detailed test cases as needed.
- Perform L1 responsibilities when required, and coordinate with cross‑functional teams to conduct root cause analysis for L1 and L2 issues.
- Review product feature documents, write test cases, and perform smoke testing.
- Work as Release Coordinator for weekly builds.
- Review, triage, and escalate incoming technical bugs.
- Analyze, review, and update applications and infrastructure relying on Google technology to increase efficiency, testing quality, and monitoring.
- Troubleshoot remotely, resolve technical issues, detect trends, and escalate appropriately.
- Characterize incidents, reproduce issues, perform diagnosis, and analyze root causes.
Recommend solutions based on systemic knowledge and engineering best practices.
Work model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring attendance to a client or Cognizant office in Sao Paulo, Brazil. Regardless of your working arrangement, we are here to support a healthy work‑life balance through our various wellbeing programs.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
- Understanding of ITIL processes.
Basic knowledge of SQL. and Linux.
- Strong troubleshooting capabilities across products and tools.
- Experience with manual testing.
- Advanced level of English
- Ability to collaborate with cross‑functional teams.
Analytical and problem‑solving mindset.
- High attention to detail and strong documentation habits.
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These will help you stand out
Experience working in technical customer support or operations roles.
- Experience supporting critical (P0/P1) incident escalations.
- Ability to learn quickly and work autonomously.
- Strong sense of ownership and accountability.
- Proficiency in Google Docs, Spreadsheets, Presentations.
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000 associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.