Support Engineer - Jira Cloud

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

On your first day we’ll expect you to have:

A passion for providing legendary service to our Small and Medium-sized Business customers using Atlassian Cloud products.

We’re looking for individuals who can self-organize adapt quickly resourceful resilient have fast learning ability growth mindset systems thinking and a solution-based approach.

The ability to diagnose and fix technical issues in a timely manner and help customers;

We ask that you have working experience interacting with customers and good communication skills to back it up.

You have familiarity with  IT Operations Application Support Cloud technologies operating systems and SQL databases

Deep understanding of TCP/IP SSL/TLS CDN Browser/Dev Tools REST API/ HTTP Mail Database Queries and Java Source

You are comfortable using the command line.

During your day as a Support Engineer you will:

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

Reproducing 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 learning’s 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 which will help cultivate that expertise;

Works collaboratively with diverse global teams and drives inclusive work environments;

Ease of working on a ticket queue and different tickets simultaneously;

Understanding customer needs and urgency in verbal and written form.

As a Cloud Support Engineer we expect you to have:

Written and spoken English (advanced level);

Comfortable with SQL;

Comfortable with providing customer support;

Experience in troubleshooting web applications;

Understanding about network technologies;

Familiarity with REST API’s.

As a Cloud Support Engineer it would be nice for you to have:

Experience in troubleshooting Java applications;

Experience in using native browser development tools;

Good experience with REST APIs (methods status codes and etc);

Familiarity with Splunk;

Familiarity with Agile MethodologiesActively participate in community forums ( https://community.atlassian.com/ );

Find answers support and inspiration from other Atlassian users.

Where you will be based on:

BR - Remote

What you'll get:

We encourage work-life balance in a transparent and flexible environment ensuring a unique experience for e-Coreans to be their best version. Our ratings on Glassdoor and the awards we've received from Great Place To Work since 2008 reflects our reality.

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

Privacy

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.

Privacy Policy (EN) / Política de Privacidade (PT-BR)