Support Engineer - Jira
Remote - Mexico
Support – Atlassian Support /
Full-time /
Remote
We are change-makers!
Combinamos nuestra experiencia global en industrias clave y las últimas tecnologías para ayudar a empresas de rápido crecimiento y establecidas a transformar y acelerar sus modelos de negocio, desarrollar soluciones digitales innovadoras, escalar capacidades tecnológicas y sostener su crecimiento.
Construyendo puentes hacia un futuro mejor con más oportunidades.
Para asegurarnos de que estamos construyendo un entorno diverso e inclusivo que refleje la verdad sobre nuestra cultura, así como objetivos sociales y profesionales, buscamos reclutar con un enfoque cada vez mayor en la representación. Eso significa que consideramos expresiones de género, etnicidad, raza, religión, orientación sexual y otros marcadores de identidad factores que aportan activos significativos a nuestra empresa, asegurando que no haya barreras para conectar el talento con increíbles oportunidades.
Estamos comprometidos con los valores de Igualdad de Oportunidades de Empleo y todas las personas en e-Core están empoderadas para ser ellas mismas y se les incentiva a desarrollarse profesional y personalmente. #beyourself #beyourbest
Join us as 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 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
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.
