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Senior Cloud Support - Confluence

e-Core

| 2023-12-13

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Job details
Company overview

We are a technology services partner for digital innovation and business transformation.

We combine our global experience in key industries and the latest technologies to help fast-growing and established companies transform and accelerate their business models, develop innovative digital solutions, scale technology capabilities, and sustain their growth.

We are change-makers, and the purpose of everything we do is to connect people and technology to build a better future together.

Our approval ratings on Glassdoor and the awards we've received from Great Place To Work since 2008 prove that we encourage work-life balance in a transparent and flexible environment, ensuring a unique experience for e-Coreans to be their best version.

When Atlassian customers such as NASA, Tesla and Facebook need a solution to problems using these products, our team of support engineers is responsible for providing the technical solution aiming for the greatest customer satisfaction. Your job is to be the technical lead of this team, coaching the engineers and helping them to solve the most challenging issues. You and your team will be responsible for providing Atlassian's legendary customer service, making the best usage of Atlassian products.

Responsibilities:

Resolve customer’s issues via telephone, email, or a remote session
Reproduce issues in-house and responding back in a timely manner
Regular follow-ups with customers with recommendations, updates, and action plans.
Escalate issues in a timely manner according to Standard Operating Procedures
Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
Create new knowledge base articles to capture new learning’s for reuse throughout the organisation.
Participate in technical communications within the Technical Support team to share best practices and learn about new technologies
Focus on an area of technical specialisation and attend technical trainings.
Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
Works collaboratively with diverse global teams and drives inclusive work environments in accordance with Atlassian values

Key Competencies for the role:

Customer Orientation
Facilitating change
Effective communication
Change, Adaptability and Flexibility
Team and Collaborative Working
Logical, Vulnerable, Empathetic
Be Inspirational

As a Premier Support Engineer Cloud you:

Have written and spoken English (advanced level);
Have strong experience in a technical role/ IT industry/ highly technical environment preferred;
Are great at explaining complex issues in a simple manner;
Have experience at creating, updating, and sharing knowledge through articles and training (http://confluence.atlassian.com/);
Have a problem-solving mindset and help to remove roadblocks;
Set high standards for yourself and your team;
Are a continuous learner and love to work with cutting-edge technologies;
Are comfortable with providing customer support;
Are comfortable with SQL;
Have experience with network technologies;
Have experience in troubleshooting Java applications;
Have experience with REST APIs (methods, status codes and etc);
Have experience in using native browser development tools (Google Chrome Development Tools, Firefox, etc).

It will be nice to have

Familiarity with Atlassian products;
Familiarity with Splunk;
Familiarity with Agile methodologies;
Actively participate in community forums (https://community.atlassian.com/).

We consider a bonus if you have experience with Atlassian products.

Language: We are a Brazilian company. This description is written in English because English is an essential skill for this role. Also, because foreign candidates are very welcome to work with us!

By submitting an application, I acknowledge that I have read and understood the e-Core Privacy Notice.

Ao me inscrever, concordo que li e entendi a Política de Privacidade da e-Core.

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