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.
During your day as Support Engineer you will:
Drive Client engagement by using the best communication channel (screen-shares, chat, email);
Collaborate with customer teams to resolve clients’ issues that span across multiple teams (Atlassian, Vendors, etc.);
Work on platforms with one-to-many transactional engagements with the customer;
Facilitate conference calls where multiple internal or external teams are pulled together to resolve a client escalation;
Promote a client-centric culture within the team focused on understanding what clients need and enabling them to achieve their business outcomes;
Log bug reports with clear steps to reproduce the problem and include workarounds where available;
Raise feature requests and product documentation issues;
Execute onboarding plans for ASE/SE team members;
Independently operate within daily support routines and processes;
Consistently deliver advanced quality throughput and client outcomes;
Identify problems in the process (customer/our side) and suggest what can be improved getting attention at the right time;
Determines the potential causes of the problem and devises testing methodologies for validation;
Shows empathy and objectivity toward individuals involved in the issue
Recommends resource requirements and collaborates with impacted stakeholders;
As a Support Engineer you to have:
Experience in a Customer Support role;
Teamwork oriented with demonstrated experience in listening and active listening, collaboration, cooperation, and idea exchange;
Demonstrated adaptability skills, problem-solving, creativity, time management, attention to detail;
Team player and resilience when handling complex cases;
A proactive attitude and sense of urgency to get things done;
Experience with Customer Support metrics and goal establishment such as Time to Answer, Time to Solve, SLA, etc;
Experience on troubleshooting;
Experience on Linux;
Experience with databases and demonstrated SQL experience (MySQL, Postgres);
Experience with Apache Tomcat (Application Server);
Experience with Proxy / Network / SSH and VPN's;
Experience with REST API (Integration);
Knowledge of HTML applications;
Knowledge os Atlassian products;
Advenced English;
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.
