Senior Developer Support Engineer

e-Core

| 2023-03-19

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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.

Do you love helping developers solve challenging technical problems? Do you enjoy working with all types of developers from around the world?

In this position, you’ll empower a wide range of developers that build for the Atlassian Ecosystem, including some of our Marketplace and Strategic partners.

Our Developer Support Engineer role is a blend of technical and customer-facing engagements, where you provide support for our developer community (via JSM - Jira Service Management and online dev community) and help them to effectively build new apps and integrations. In this role, you will be working across the Atlassian product suite, for both server and cloud hosting.

If hired into this role, you will be joining the developer support team within the developer experience org.

On your first day as a Senior Developer Support Engineer, we'll expect you to have:

Strong experience in technical/developer support roles (where developers are the end-user)
Exceptional prioritization and organization skills, that allow you to work on multiple customer migrations simultaneously Demonstrable ability to de-escalate difficult situations with customers/developers
Ability to write, review, or modify scripts (python, bash/shell, node)
Experience calling JSON APIs and parsing WebHooks
Basic knowledge of Identity providers (OAuth, JWT, SSO, SAML, LDAP, AD)
Strong analytical skills, ability to tackle problems, learn new technologies, and enthusiasm to continually evolve as a technical expert
Exhibit strong team-oriented interpersonal skills and the ability to effectively work with a wide variety of people and roles
Exceptional soft skills, both internal and external communications via email and slack
Track record of coaching team members
Experience with building and adopting cross-functional processes

As a Software Engineer in this team, you will be:

Working with Atlassian ecosystem developers and partners, helping them to build apps, customizations and migrate their apps from server to cloud and between different platforms (Connect to Forge);
The first line of defense in HOT incident management, including looping in relevant product teams and timely communicating the status of investigations to the developer community ;
A partner with relevant product and engineering teams internally to get help on the most complex cases;
Building monthly top driver reports to equip developer advocates with data insights to influence product teams;
Enhancing developer support processes;
Serving as an escalation point for the most complex cases from developer support team;
Coaching developer support team;
Building escalation processes between developer support and engineering teams;

As an e-Corean, you will have flexible benefits in a model that you will choose what’s the best for you:

- Health and/or dental insurance;

- Meal and/or Food allowance;

- No Dress Code (be yourself, be your best :D);

- Home Office;

- Flexible work hours;

- Private Pension Plan;

- Annual bonus plan;

- Life insurance;

- Financial Support for studies and/or daycare center;

- Relax room and TV’s with videogames and snack machine;

- MacBook customized setup (e.g, monitor, earphones/headsets, keyboard).