Senior Support Engineer – Confluence | e-Core | Remote (Brazil)

Senior Support Engineer – Confluence | e-Core | Remote (Brazil)

Remote Brazil
Application ends: July 27, 2024
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Job Description

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 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:

As a Senior Support Engineer, we expect you to have:

Advanced English level (speaking, listening and writing);

Strong experience in support and troubleshooting web applications, systems and/or softwares in general;

Solid troubleshooting skills & root-cause-analysis;

Strong experience in handling critical tickets, complex issues and customer facing;

Experience with JVM and troubleshooting java applications in general (e.g. Thread Dumps, Heap Dumps, Garbage Collection, Thread/Heap Analysis, Java Memory);

Experience with database and queries management;

Experience with Network technologies (e.g. proxies & reverse proxies, load balancers, LDAP, Active Directory, SSL, APIs);

Hands-on experience in some programming language and Linux Operating System . 

Would be great if you have:

Knowledge in Browser Dev tools; 

Knowledge in LDAP ( e.g: LDAP Filters, base DN); 

Knowledge about email ( e.g: knowledge about DNS and SMTP protocol).

Experience with Docker, Cloud (AWS preferably) and Kubernetes.

Experience with Java source code debugging.

What you will do in this role:

Interact with customers to solve their problems, digging into complex issues;

Perform triage, root cause analysis, debugging, and troubleshooting across Atlassian products;

Receive on-boarding training to make you a specialist in our products, system technologies, and network technologies.

Participate in the growth of support capabilities, capacity, and quality for our customers;

Lead and participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details;

Always improve yourself and our customer’s experiences.

Work to deescalate difficult situations with customers;

Work on global continuous improvement projects.

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.

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)

Periodic Wellbeing Sessions (Meditation, Mindfulness, Breathing Techniques, etc.)

Home Office Setup Allowance (according to your work model)

Monthly Remote Work Allowance (according to your work model)

Gympass partnership



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Ao me inscrever, concordo que li e entendi a Política de Privacidade da e-Core.

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