L2/L3 Support Analyst

Worldwide | May 21, 2026

Report as Closed

Company: Informat S.A.

Salary: $8,400 - $12,000

Type: Remote

Employment: Full-time

Description: Informat - Uwigo is a company of Chilean origin that solves the management of financial and accounting processes through multiple technologies and thanks to a committed and familiar human team. None

We are looking for a profile with verifiable experience in L2/L3 technical support in SaaS environments or enterprise systems, capable of acting with technical judgment when the problem exceeds the initial L1 analysis.

• Experience: 2+ years in L2/L3 technical support for SaaS products or enterprise systems.
• Python/Django at an intermediate level for error traceability, logic review and research supporttechnical.
• Intermediate-advanced SQL in PostgreSQL (complex queries, data analysis, integrity verification and support for controlled fixes).
• Linux: basic administration and ability to navigate server logs and use evidence to diagnose.
• Operation and management: experience with Git/Bitbucket and ticket management inJira.
• Communication and teamwork: ability to explain findings, propose hypotheses and coordinate with development in a clear and timely manner.
• Responsibility and focus on detail: care when executing actions in production/DB and discipline to document root cause and results.
• Incident availability: ability to actively participate in war rooms and follow the postmortem process when necessary.requires.

At Informat - Uwigo we work to offer high-impact digital solutions through our own products and the operation of critical platforms.In this L2/L3 Support Analyst role, the focus is on the Uwigo product: being the last level of technical resolution for incidents, ensuring service continuity and rapid restoration in the event of failures.You will be part of a team that manages tickets that exceed L1 support and that require in-depth diagnosis, technical intervention and coordination with development.Your work directly impacts the stability of the environment, the quality of the operation and the prevention of recurrences through root cause analysis and consistent documentation in Jira.

The hiring modality for this position is contractor.Regarding the work modality, if you reside in Santiago the scheme is hybrid, while for people outside Santiago or outside Chile the modality is 100% remote.

As a L2/L3 Support Analyst for Uwigo, we will be responsible for resolving complex incidents and maintaining the operation of the product with a focus on the quality of the diagnosis and the stability of the service.

• Manage tickets escalated from L1, diagnosing incidents in the Uwigo modules and determining the real impact on users and operation.
• Reproduce errors in the support environment and validate the expected behavior against the available evidence before intervening inproduction.
• Execute queries and apply controlled corrections in PostgreSQL, under the supervision of the EM, ensuring traceability, data security and correct reversibility.
• Intervene in Linux infrastructure in Digital Ocean: review and analysis of logs, process management and monitoring verification to sustain uptime.
• Coordinate with the development team incidents that require code change, providing data, reproduction, hypotheses and results of thevalidations.
• Participate in war rooms and postmortems of critical incidents, collaborating in the containment, mitigation and definition of corrective/preventive actions.
• Maintain the daily restoration of the support environment to ensure reproducibility and operational consistency.
• Document root cause and solution in Jira for each resolved ticket, guaranteeing actionable information and knowledge base for future incidents.

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