e-Core

Jira Cloud Sr. Support Engineer

Mexico
Apr, 26
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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 customers such as NASA, Tesla and Facebook need help with one of the Atlassian products, our team of support engineers is responsible for providing the technical solution aiming for the greatest customer satisfaction. You will be responsible for providing Atlassian's legendary customer service to help our clients succeed with the best usage of our solutions.

During your day as Jira Cloud Sr. Support Engineer you will:

    • Perform triage, root cause analysis, debugging and troubleshooting of Atlassian products;
    • Respond to customer queries in a timely and accurate manner, via customer service portal or video-calls;
    • Identify customer needs and help them to make the best usage of Atlassian's solutions;
    • Teamwork ambassador providing active listening, collaboration, cooperation and knowledge sharing;
    • Own customer escalations, including executive level communication;
    • Identify process improvement opportunities and lead initiatives for continuous improvement;
    • Represent your local team on a global forum, collaborating with a cross-function and multi-cultural team to address complex issues and improvement opportunities.

As a Jira Cloud Sr. Support Engineer we expect you to have:

    • 5+ years of work experience in a highly technical environment;
    • Experience with operating system troubleshooting
    • Strong database skills, with the expertise to write and update SQL queries with ease
    • Knowledge on a scripting language (shell, python, etc)
    • Experience with multi-product environment and network services;
    • Written and spoken English (advanced level);
    • Experience using help desk software and remote support tools;
    • Experience with API calls;
    • Experience with SaaS infrastructure;
    • Nice to have skills that can make a difference:
    • Familiarity with Agile Methodologies;
    • ITSM knowledge;
    • Experience with Splunk or any LaaS solution;
    • Familiarity with KT or any industry standard troubleshooting framework;
    • Experience with AWS.
This position will be under the remote work format.
We consider a bonus if you have experience with Atlassian products.
Language: We are a Brazilian company. This description is written in English because English is an essential skill for this role. Also, because foreign candidates are very welcome to work with us!
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.
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