Senior Support Engineer - Jira

We are change-makers!

Combinamos nossa experiência global em indústrias-chave e as últimas tecnologias para ajudar empresas em rápido crescimento e estabelecidas a transformar e acelerar seus modelos de negócios desenvolver soluções digitais inovadoras escalar capacidades tecnológicas e sustentar seu crescimento.

Construindo pontes em direção a um futuro melhor com mais oportunidades.

Para garantir que estamos construindo um ambiente diverso e inclusivo que reflete a verdade sobre nossa cultura bem como metas sociais e profissionais buscamos recrutar com intencionalidade e foco cada vez maior em representatividade. Isso significa que consideramos expressões de gênero etnia raça religião orientação sexual e outros marcadores de identidade fatores que trazem ativos significativos para dentro da e-Core garantindo que não existam barreiras para conectar talentos com oportunidades incríveis.

Estamos comprometidos com os valores da Igualdade de Oportunidades de Emprego e todas as pessoas na e-Core são encorajadas a serem elas mesmas e incentivadas a desenvolver-se profissional e pessoalmente. #beyourself #beyourbest

Join us as Senior Support Engineer!

Our clients can count on our top talents! So when these customers who are big players in different industries need solutions to problems our support team is responsible for providing the technical solution aiming for the greatest customer satisfaction. As Senior Support Engineer you will lead and work with other Technical Support Engineers on cases that will help cultivate the team values and technical expertise.

This position suits you if you:

Have written and spoken English (advanced level)

Have strong experience in a technical role/ IT industry/ highly technical environment preferred

Are great at explaining complex issues in a simple manner

Have experience at creating updating and sharing knowledge through articles and training ( http://confluence.atlassian.com/ )

Have a problem-solving mindset and help to remove roadblocks

Set high standards for yourself and your team

Are a continuous learner and love to work with cutting-edge technologies

Are comfortable with providing customer support

Are comfortable with SQL

Have experience with network technologies

Have experience in troubleshooting Java applications

Have experience with REST APIs (methods status codes etc)

Have experience in using native browser development tools (Google Chrome Development Tools Firefox etc)

Would be great if you have:

Familiarity with Atlassian products

Familiarity with Splunk

Familiarity with Agile methodologies

Actively participate in community forums

What you will do in this role

Resolve customer’s issues via telephone email or a remote session

Reproduce issues in-house and responding back in a timely manner

Regular follow-ups with customers with recommendations updates and action plans.

Escalate issues in a timely manner according to Standard Operating Procedures

Leverage internal technical expertise including peers mentors knowledge base community forums and other internal tools to provide the most effective solutions to customer issues

Create new knowledge base articles to capture new learnings for reuse throughout the organization.

Participate in technical communications within the Technical Support team to share best practices and learn about new technologies

Focus on an area of technical specialization and attend technical trainings.

Read and work with other Technical Support Engineers on cases that will help cultivate that expertise.

Where you will be based on:

Remote - MEX

As an e-Corean you will have flexible benefits in the model of your choice:

Health dental and life insurance

Health insurance for your pet (national coverage)

Periodic wellness sessions

Gympass

Food and/or meal allowance

Multiple benefits card

15 days vacation every 6 months (30 days per year)

Possibility of working from abroad (90 days per year)

Short-term incentive plan (PLR)

Private pension plan

Possibility of choosing between 5 working models

Personalized Onboarding Kit (including monitor headset keyboard & other gifts)

Monthly allowance for remote work (according to your work model)

Flexible working hours

Parking assistance at the SP and POA offices

Financial support for studies and childcare

#LI-REMOTE #LI-CR1

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