Senior Application Support Engineer Access

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. 

• 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 (TCP/IP)
• 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)
• Have experience with SSO/SAML and SSL/TLS

• Familiarity with Atlassian products
• Familiarity with Splunk
• Familiarity with CLOUD technologies (Azure/AWS)
• Familiarity with Identity providers (ie OKTA, Azure, Auth0, OneLogin, etc)
• Actively participate in community forums

• 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

Remote - Brazil

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)
• Monthly Remote Work Allowance (according to your work model)
• Gympass partnership

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