At **Tinet** we are looking for a **Product Support Analyst** who combines technical expertise with a mindset of continuous improvement. Your mission is to ensure the continuity and proper technical operation of the AI-based product, providing advanced-level support to internal and external customers. **Main responsibilities:** * Diagnose and resolve level 2 and 3 technical incidents, ensuring SLA compliance. * Analyze logs, APIs, and databases to identify root causes of errors or anomalies. * Escalate critical cases to the development team (providing detailed and contextualized information for resolution). * Determine when a case should be escalated to level 3. * Document findings, solutions, and technical steps in management tools. * Provide feedback on technical findings, usage patterns, or detected vulnerabilities. * Identify opportunities for automation or improvement in support processes. * Develop simple scripts or tools to facilitate technical diagnosis or validation. **What we are looking for:** * Proven experience in resolving technical incidents at **level 2 or 3**. * Intermediate **SQL query** skills for data or error analysis. * Ability to read **logs** and monitor using tools such as **Grafana**, **AWS**, and **GCP**. * Experience in **cloud** environments (AWS, GCP). * Experience using ticketing tools such as **Jira**. **Desirable:** * Basic knowledge of **Python**. * Familiarity with **CI/CD pipelines** and **Git**. * Knowledge of **REST API consumption and validation**. * **What do we offer you by joining TINET?** * Permanent contract * Work mode: Hybrid * Working hours: Monday to Friday, 9:00 to 18:30 (occasional availability outside working hours) * Flexible free days * Bonuses during national holidays and Christmas * English classes And many more benefits What are you waiting for to become part of the TINET culture?