Intermediate Support Analyst

About BEES 

Join us to build the future of B2B commerce! 

BEES is AB InBev’s B2B platform. Through our ecosystem, merchants and retailers across 29 countries can stock their businesses quickly, easily, and securely. 
At BEES, we dream big, lead with purpose, and develop technology that transforms the way retailers and sellers grow. 

Every line of code and every partnership is built in service of a single mission: to make commerce better for retailers and sellers around the world. Here, your work is not just important. It makes a difference! 

What you will do:

• Own theend-to-end resolution of production incidents and service requests forlive digitalapplications and products; participate in and contribute to root cause analysis for recurring issues.
• Triage and troubleshootapplication, data, and integration issues;document evidence (logs, traces, queries, API behavior) to support diagnosis and handoff to specialists when needed.
• Participate inwar rooms for critical incidents, helping drive resolution andcommunicatingclearly with stakeholders throughout the event.
• Monitor incident and request queues, prioritize work, and act proactively tomeet SLAs and reduce customer impact.
• Follow and improve IT service managementprocessesandproceduresaligned withITIL(Incident, Problem, Change, and Knowledge Management).
• Maintain and evolve SOPs, runbooks, and knowledge base content inConfluenceafter incident resolution and reviews.
• Analyze incident trends and current tooling/processes toidentify improvements that reduce recurrence and improve reliability of theapplication layer.
• Mentor junior analysts on diagnosis, tooling, documentation, and best practices.
• Prepare and present operationalreports and metrics to leadership where required.
• Support onboarding and training of new team members; collaborate daily withengineeringQA, product, and project stakeholders.

We are looking for people with: 

• University degree in courses related to computing such asComputer Engineering, ComputerScience, Information Systems, or Systems Analysis and Development (or equivalent professional experience in application support).
• Solid experience inproduction application support or technical operations forsoftware/digitalproductsat scale.
• Strongproblem-solving,critical thinking,systems thinking, andlearning agility (comfort adopting new product areas, data sources, and tools).
• Knowledge of SQLand ofrelationalandnon-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 localsimulators/emulatorsand/orcloud device and browser testing platforms (e.g. LambdaTest, BrowserStack)—to reproduce and validate user-impacting issues.
• APIsand practical use of tools such asPostmanfor reproduction and troubleshooting.
• Understanding ofcloud computing concepts (Azureand/orAWS),microservices,messaging/MQconcepts, andobservability(e.g. APM, distributed tracing); hands-on experience with New Relic is a strong plus.
• Experience withJira(e.g.JSM, Software, service desk workflows) and Confluence for ticketing, documentation, and knowledge management.
• Programming logicand ability to run or adaptPythonscripts (e.g. inVS Code) for diagnostics or light automation; broader programming experience is a plus.
• Familiarity withDatabricks(or similar) for data analysis in support investigations is a plus.
• Confident use ofAI assistants (e.g. ChatGPT, Copilot, Cursor) for research, drafting, and analysis—with sound judgment and verification.
• Advanced communication skills inEnglish(written and spoken).
• Experience withAgileprojects or delivery environments.

Who should apply? 

• Ability to workunder pressureandmanage multiple priorities during incidents and peak volume.
• Stronganalyticalandproblem-solvingskills applied tobusiness rules, data flows, and user impacting defects.
• Excellentcommunicationandinterpersonalskills with both technical and non-technical audiences.
• Ability to work in ateam-oriented,collaborativeenvironment aligned withdevelopment and product teams.
• High level ofself-motivation and willingness tomake a measurable difference in stability and customer experience. 
• Autonomy, accountability, and a strongdesire 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