EndereçoAbout us
AB InBev is the leading global brewer and one of the world’s top 5 consumer product companies. With over 500 beer brands, we’re number one or two in many of the world’s top beer markets, including North America, Latin America, Europe, Asia, and Africa.
About ABI Growth Group
Created in 2022, the Growth Group unifies our business-to-business (B2B), direct-to-consumer (DTC), Sales & Distribution, and Marketing teams. By bringing together global tech and commercial functions, the Growth Group allows us to fully leverage data and drive digital transformation and organic growth for AB InBev around the world.
In addition to supporting well-known global beer brands like Corona, Budweiser, and Michelob Ultra, the Growth Group is home to a robust suite of digital products including our B2B digital commerce platform BEES, on-demand delivery services Ze Delivery and TaDa Delivery, and tabletop beer keg PerfectDraft.
We are an exceptional team, focused on understanding and supporting consumer and customer needs, harnessing new technology, and scaling growth opportunities.
What you'll do:
- Able to work in second shift
- Be part of a cross-functional team, contributing directly to product maintenance and development.
- Be the point of contact for customers' cases arrival to the technical support team (L3).
- Review, troubleshoot, and identify workarounds and optimal final solutions for customer support issues in partnership with the global support level (L2) and other cross-functional teams.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Perform triage and technical deep analysis (debug), ensuring proper details (evidence, how to reproduce the scenario, contacts), and review severity definitions.
- Solve issues based on SOPs or write new knowledge articles based on tech notes, articles, and post-mortem meeting decisions.
- Follow the SLA for issues concerning the severity with the proper ticket quality (status, update, resolution, workaround, etc).
- Evaluate, prioritize, and address platform improvement requests contacting key users and ZSM (Zone Success Managers), product management, and development teams.
- Evaluate, prioritize, and deliver specific country improvement requests such as configurations, personalization, and customizations outside of the core system platform.
- Work proactively with other teams to prevent critical issues in a production environment.
- Communicate and solve customer cases via proper communication tools and methods.
- Work closely with all internal groups, including global operations, project implementation, product management, and engineering for continuous product and process improvement including writing product documentation.
- Be self-manageable and agile to make sure proper directions are followed, have a critical view at all times to ensure issues are not frequent and repeated and the process is continuously improved.
- Be part of a highly skilled quality chapter, owning initiatives to improve quality processes, metrics, and tooling.
- Participate actively in Scrum Rituals (Planning, Daily, Review, Retrospective).
- Prepare accurate and timely reports.
- Achieve on-time delivery without compromising quality.
What you'll need:
- University degree in courses related to computing such as Computer Engineering, Computer Science, Information Systems, and Systems Analysis and Development.
- Proven working experience in enterprise technical support, IT support, or as a technical engineer especially with cloud-based systems.
- Fundamental knowledge of data structures, code bases, algorithms, and problem-solving.
- Fundamental knowledge in data languages, algorithms, and libraries such as Python, Java, SQL, NoSQL, ETL Tools, etc.
- Basic experience with front-end with JavaScript, HTML, Typescript and CSS.
- High-experience on interacting API -based integrations.
- Basic knowledge with relation and non-relation cloud databases preferably with MongoDB.
- Experience working under agile environment & frameworks.
- Experience in a high-paced, high-growth environment working with deadlines and milestones.
- Good analytical thinking
- Good communication skills and analytical thinking to deal with different stakeholders.
- Good interpersonal communication with strong verbal / written skills in English.
More about you:
- Experience with e-commerce developments or CRM implementations especially Zendesk (modules Support, Guide, Explore) is a strong plus.
- Cloud-based systems, micro services and event-driven architecture.
- Experience with distributed systems, CI/CD (Azure DevOps / VSTS) tools and Cloud Hosting (Azure) is a plus.
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
Equal Opportunity & Affirmative Action:
ABI Growth Group is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon of race, color, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other applicable legally protected characteristics.
The following fields are optional, but anticipate the information for your registration*.
Remember: your data will never be used as elimination criteria in selection processes. With them, ABI Growth Group is able to analyze diversity and reduce biases in selection processes. We want to contribute to changing this reality by being an inclusive company.
For more information: www.abinbev.com
