Intermediate Support Analyst

About 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 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 the end-to-end resolutionof production incidents and service requests forlive digital****applications and products; participate in and contribute to root cause analysis for recurring issues.
• Triage and troubleshoot application, data, and integration issues; document evidence (logs, traces, queries, API behavior) to support diagnosis and handoff to specialists when needed.
• Participate in war roomsfor critical incidents, helping drive resolution andcommunicating****clearly with stakeholders throughout the event.
• Monitor incident and request queues, prioritize work, and act proactively tomeet SLAs and reduce customer impact.
• Follow and improveIT service managementprocessesandproceduresaligned withITIL(Incident, Problem, Change, and Knowledge Management).
• Maintain and evolve SOPs, runbooks, and knowledge basecontent inConfluenceafter incident resolution and reviews.
• Analyze incident trendsand current tooling/processes toidentify improvementsthat reduce recurrence and improve reliability of theapplication layer.
• Mentor junior analysts on diagnosis, tooling, documentation, and best practices.
• Prepare and presentoperationalreports and metrics to leadership where required.
• Support onboarding and trainingof new team members; collaborate daily withengineeringQA, product, and project stakeholders.

We are looking for people with:

• University degree in courses related to computing such as Computer Engineering, Computer****Science, Information Systems, or Systems Analysis and Development (or equivalent professional experience in application support).
• Solid experience in production application supportor technical operations forsoftware/digital****products at scale.
• Strong problem-solving,critical thinking,systems thinking, andlearning agility (comfort adopting new product areas, data sources, and tools).
• Knowledge of SQL and of relational and non-relational (NoSQL) databases for investigation and validation, including hands-on use where needed (e.g. MongoDB and/or Cosmos DB).
• Familiarity withmobile 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.
• APIs and practical use of tools such as Postman for reproduction and troubleshooting.
• Understanding of cloud computing concepts(Azureand/orAWS),microservices,messaging/MQconcepts, andobservability(e.g. APM, distributed tracing); hands-on experience with New Relic is a strong plus.
• Experience with Jira (e.g. JSM, Software, service desk workflows) and Confluence for ticketing, documentation, and knowledge management.
• Programming logic and ability to run or adapt Python scripts (e.g. in VS Code) for diagnostics or light automation; broader programming experience is a plus.
• Familiarity with Databricks (or similar) for data analysis in support investigations is a plus.
• Confident use of AI assistants (e.g. ChatGPT, Copilot, Cursor) for research, drafting, and analysis—with sound judgment and verification.
• Advanced communication skills in English (written and spoken).
• Experience with Agile projects or delivery environments.

Who should apply?

• Ability to work under pressure and manage multiple priorities during incidents and peak volume.
• Strong analytical and problem-solving skills applied to business rules, data flows, and user impacting defects.
• Excellent communication and interpersonal skills with both technical and non-technical audiences.
• Ability to work in a team-oriented,collaborativeenvironment aligned withdevelopment and product teams.
• High level of self-motivationand 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