[Hiring] Incident Support Associate @dLocal

Role Description

We’re looking for an Incident Support Associate to join our Operations team and help protect payment performance for our top merchants across markets. You’ll monitor local partner performance, identify approval-rate deviations, and coordinate timely incident response. By working closely with providers and internal teams, you’ll help resolve issues and keep stakeholders informed. You’ll also improve monitoring and reporting processes, identifying opportunities to automate repetitive work and reduce manual effort and errors.

• Monitor and supervise local partner performance, identifying deviations in approval rates for top merchants across markets.
• Attend to monitoring alerts, assess their urgency, and help improve alert quality and coverage.
• Follow established escalation policies and procedures to ensure incidents are handled efficiently.
• Analyze incident metrics, prepare reports, and identify opportunities to improve incident response and performance.
• Track incidents and communicate clear, timely updates to relevant internal and external stakeholders.
• Coordinate with providers to ensure issues receive the appropriate attention and urgency.
• Work with Operations and Customer Success to investigate incidents, agree on next steps, and support resolution.
• Identify opportunities to automate monitoring, reporting, and incident workflows; collaborate on tools, scripts, or integrations that reduce manual work and errors.

Qualifications

• Ability to stay calm and effective during service disruptions, prioritize competing issues, and assess urgency in line with escalation policies.
• Strong communication skills, including the ability to explain technical issues to technical and non-technical audiences.
• Hands-on experience with data analysis and reporting tools such as Kibana, Looker, or New Relic, and working knowledge of SQL.
• A methodical, service-oriented approach, with self-learning ability and a commitment to the responsibilities of the role.
• An automation mindset: interest in identifying process improvements and experience or willingness to work with tools and workflows that reduce repetitive tasks.
• Advanced English (mandatory) and fluent written and verbal Spanish; Portuguese is a plus.
• Availability for the required schedule: 12-hour shifts on Saturdays and Sundays, plus two 8-hour shifts between Monday and Friday, with flexibility to support incident management as needed.