Our teams are passionate about what they do. They believe in shaping a brighter future. Whether at our offices in the United States, Brazil or Mexico, we ensure an inspiring work environment for talented people who want to be part of our award-winning team .
Guided by our purpose and core values , throughout history we have been awarded 12 times as a Great Place To Work and in 2019 we were recognized as one of the Best Places To Work according to Glassdoor.We are looking for a Mid-level SupportOps Engineer to join our team working remotely. The ideal candidate is comfortable with a fast-paced environment and will successfully support and advise e-Core’s clients on how to best use Atlassian solutions to meet their business objectives.
As per now, this position will be under the remote work format due to the COVID-19 situation. This may change in the upcoming quarters. Responsibilities – Respond to customer queries in a timely and accurate way, via customer service portal, video-call or chat- Identify customer needs and help end-users with the product in the correct way- Create support cases articles to help to share the knowledge with the team, the customer and the end-usersShare feature requests and effective workarounds with team members- Inform customers about new features and functionalities- Follow up with customers to ensure their technical issues are solved- Gather customer feedback and share with the Product Owner and/or Technical teams- Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)- Assist in training junior SupportOps Engineer Skills and experience – 2-4 years of experience in a Customer Support role- Excellent communication skills (oral and written)- Teamwork oriented with demonstrated experience on listening and active listening, collaboration, cooperation and idea exchange- Demonstrated adaptability skills, problem-solving, creative, time management, attention to detail- Strong work ethic and interpersonal skills- Team player and resilience when handling complex cases- A proactive attitude and sense of urgency to get things done- Demonstrated ability to work on several tasks at the same time while delivering high-quality support- Familiarity with Agile Methodologies and SAFe- Experience with ITIL and IT Service Management- Experience with Customer Support metrics and goal establishment such as Time to Answer, Time to Solve, SLA, etc- Experience on troubleshooting- Experience using help desk software and remote support tools- Experience on Linux- Experience with databases and demonstrated SQL experience (MySQL, Postgres)- Experience with Apache Tomcat (Application Server)- Experience with Active Directory/LDAP, SSO, SALM- Experience with Proxy / Network / SSH and VPN’s- Experience with REST API (Integration)- Experience APM (Application Performance Management)- Bachelor’s Degree in Computer Science or equivalent demonstrated experience- Strong English Nice to have skills and experience – Experience with Atlassian products (JIRA and Confluence) and Marketplace add-ons- Experience with AWS Servers- Experience identifying and troubleshooting application performance issues, Java heap, and thread dump analysis Who Will You Work With You will also work directly with an incredible team based in Canada, Iceland and Brazil.
People with disabilities are more than welcome
You are only one step away from being able to work remotely from anywhere. Fill out your email address here and then you will be directed to the application page for this remote job position. Good luck!