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Senior Support Engineer - Bamboo

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.

During your day as a Premier Support Engineer you will:

Interact with our largest customers, helping them solve highly complex problems in their environments.
Dig deeper into the analysis of potential causes and sub-causes of technical problems that sometimes refuse to go away just to feel the joy of solving them.
Go through our onboarding training to be introduced to our products and underlying technologies but will never stop seeking knowledge until you become the master of all the things.
Delight our customers not only with your technical abilities but also by making them feel that our team is part of their team and will be there whenever they need.
Feel responsible for our customers’ success and celebrate their victories as if they were your own.
Know that your team will be there to help you but be able to work and learn autonomously.
Understand that knowledge is not meant to be kept in secret so you will be happy to share every little new thing you learn with your team (even random things).
Call our customers to better understand their problems, provide updates about your investigation, propose action plans, and resolution details;
Know that being a team player is not only something people put on their résumé, we take this pretty seriously here.
Be part of a fast-growth environment, embracing and proposing changes whenever you see an opportunity.
Set high standards for yourself and feel responsible for the success of your teammates.

As an Enterprise Support Engineer, we expect you to:

Be able to use English as a professional tool, you can not only write but also feel comfortable understanding and speaking in English about technical and non-technical stuff.
Have strong experience troubleshooting complex software and/or systems problems at all levels of support.
Be capable to handle critical tickets from tough customers about complex problems;
Write and understand very complex SQL queries using multiple tables and also knows how to improve queries performance;
Be comfortable analyzing heap and thread dumps or reading code to help you troubleshoot Java applications problems;
Know how to interact with software using REST APIs;
Use command-line tools to interact with the OS and to help you work with huge log files;
Don’t get lost in the Alphabet soup of network terminologies like LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, TLS/SSL, and so on;
Be able to make a 5-year-old kid understand the difference between all types of proxy and load balancers.
Understand the idea of source code version control systems;
Be familiar with tools used by DevOps teams like Docker and Kubernetes and understand the concepts of CI/CD;

It will be really nice if you:

Have familiarity with Cloud technologies (Especially AWS);
Knows how to write code to automate tasks
Have experience working with Atlassian products

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

Health, dental, and life insurance;
Meal and/or Food allowance;
Private Pension Plan;
Financial Support for studies and daycare center;
No Dress Code (be yourself, be your best :D);
Home Office;
Flexible work hours;
Relax room and TV’s with videogames;
Customized setup(e.g, monitor, earphones/headsets, keyboard) with a Macbook.
Periodic Wellbeing Sessions (Meditation, Mindfulness, Breathing Techniques, etc.);
Monthly Remote Work Allowance (according to your working model)
Vacation allowed after 6 months
Gympass

Location: This opportunity is to work remotely

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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