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Senior Support Engineer - DevTools

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 and most sophisticated customers to solve their problems, digging into complex issues;
Perform triage, root cause analysis, debugging, and troubleshooting across one-to-many Atlassian products;
Receive on-boarding training to make you a specialist in our products, system technologies, and network technologies;
Participate in the growth of support capabilities, capacity, and quality for our customers;
Be an autonomous and self-learning person
Lead customer-facing calls to properly communicate the progress of tickets, action plans, and resolution details;
Be part of a team ensuring we have customers for life;
Set high standards for yourself and your team;
Be used to a fast-growth environment;
Always improve yourself and our customer’s experiences.

As a Enterprise Support Engineer you have:

Advanced English level (speaking, listening, and writing);
Strong experience in L2/L3 support and troubleshooting web applications, systems, and/or software in general;
Experience with critical tickets, complex issues, and customer-facing;
Experience writing database queries and running updates;
Experience with SSO, SAML, Active Directory, etc;
Experience with APIs and REST calls;
Experience in understanding and supporting Java apps;
Familiarity with Cloud technologies;
An understanding of Network terminologies, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, TLS/SSL, Routing Protocols;
Experience with Splunk is nice to have!
Experience with CI/CD, DevOps, Docker, Kubernetes is nice to have!
Experience with Atlassian products is nice to have!

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 day care center;
No Dress Code (be yourself, be your best :D);
Home Office;
Flexible work hours;
Relax room and TV’s with videogames;
Customised setup(e.g, monitor, earphones/headsets, keyboard) with a Macbook.

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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