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Senior Support Engineer - On-premise

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 Senior Support Engineer you will:

Interact with customers to solve their problems, digging into complex issues;
Perform triage, root cause analysis, debugging, and troubleshooting across 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;
Lead and participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details;
Always improve yourself and our customer's experiences.
Work to deescalate difficult situations with customers;
Work on global continuous improvement projects.

As a Senior Support Engineer, we expect you to have:

Advanced English skills (written and verbal);
Advanced troubleshooting skills in high technology systems, environments, infrastructures, and/or applications with a well-structured root cause analysis process;
Advanced level of hands-on generalist experience in 1 of these 4 areas: Java (e.g. JVMS & components), Operational Systems (e.g. Linux or Windows), Databases (e.g. Oracle, SQL, Postgres), or Network (e.g. LDAP, Load Balancers, Proxies, SSL);
Intermediate level of hands-on experience in 1 of these 4 areas: Java, Operational Systems, Databases or Network;
Experience with 1 or more web/application servers (e.g. Tomcat, Apache, IIS, NGINX, Jboss);
Experience with Atlassian products is a big plus!!!

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