e-Core Remote - Brazil Full-time

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 a 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 Support Engineer you will be responsible for providing the technical solution aiming for the greatest customer satisfaction.
This position suits you if you have:
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
Experience with SQL, DML and DDL.
Experience with network and relevant technologies (proxies, TCP/IP, DNS/ HTTP/ Security/ Load Balancers, LDAO, SSO, SAML, Active Directory, SSL) and in troubleshooting Java applications especially the JVM components.
Experience with APIs, REST calls and CLI tooling.
Experience in using native browser development tools (Google Chrome Development Tools, Firefox, etc).
Experience with Linux/Unix (Commands in a terminal /Operating system administration).
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
Works collaboratively with diverse global teams and drives inclusive work environments in accordance with Atlassian values
Where you will be based on BR Remote
What you’ll get:
Health, dental, and life insurance
Meal and/or Food allowance
Multi Benefits Card
15 days of vacation every 6 months (30 days of PTO per year)
Private Pension Plan
Short-Term Incentive Plan (PLR)
Parking allowance in SP and POA offices
Possibility to choose between a variety of work models
Financial support for studies and daycare center
Flexible work hours
Customized setup (e.g, monitor, earphones/headsets, keyboard)
Monthly Remote Work Allowance (according to your work model)
Gympass partnership