Application Support IT Senior (36764)

Who we are The Digital Support Center (DSC) is the Volvo Group DTO organization responsible for supporting digital products used across the Group’s brands. Based in Curitiba, the DSC supports the Latin American region, including Brazil, Argentina, Chile, Colombia, and Peru, as well as selected brands in the United States. Your mission • Act as the first point of contact for users across Latin America, handling incidents and service requests through different support channels; • Diagnose and resolve issues in digital products using structured troubleshooting, log analysis, data checks, and knowledge articles; • Escalate cases to product teams when necessary and follow them through to resolution; • Support major incidents by identifying impacts, communicating with affected markets, and working with global and cross-functional teams to restore services; • Ensure smooth handover of open cases between shifts and teams; • Act as the voice of the user toward application and product teams, identifying trends, pain points, and improvement opportunities; • Participate in testing and deployment of new features and releases; • Contribute to continuous improvement, root-cause analysis, process optimization, and automation; • Create and maintain knowledge base articles and user guides to enable faster resolution and user self-service. Who we are looking for • Bachelor’s degree in Information Technology or a related field. Candidates from other fields with proven experience in user or technical support are also welcome; • Minimum of 5 years of experience in IT application support, technical support, or customer-facing roles; • Fluent Portuguese, Spanish, and English; • Strong written and verbal communication skills, with the ability to interact with both technical and non-technical users; • Analytical and problem-solving mindset, with a focus on identifying root causes; • Interest in digital products, integrations, data, web applications, APIs, databases, and related technologies; • Strong sense of ownership, resilience, customer focus, and teamwork; • Availability to work flexible schedules and different shifts. Nice to have • Experience with ServiceNow and/or Azure DevOps; • Basic knowledge of SQL or scripting; • Experience with Scrum, Kanban, Stable Teams, Lean, or Kaizen; • Knowledge of digital commercial processes, parts management, and/or logistics in the automotive or heavy-vehicle industry; • Knowledge of Latin American markets, especially Argentina, Chile, Colombia, and Peru; • Interest in Artificial Intelligence, Automation, and Modernization. We encourage people with disabilities (PwDs) to apply.