Descrição da Vaga
e-Core is one of the best places to work in Brazil (IT & Telecom) since 2008 according to GPTW's annual report. Understand why.
We are proud of our strong global team of smart and talented individuals committed to delivering high-quality work. Based in Porto Alegre and with offices in São Paulo (BR) and New York (US) we are the only Atlassian Platinum Partner in Brazil and currently expanding to the US Atlassian market.
e-Core and Atlassian are growing and there's a lot of opportunities to work with a broad range of exciting products and technologies like: Jira, Confluence, Bitbucket and Trello . And let's not forget the amazing people: Imagine being part of a multicultural team from all over the world, collaborating with people from Kuala Lumpur, Amsterdam, Austin, San Francisco, Sydney and more!
When Atlassian customers such as NASA, Tesla and Facebook need a solution to problems using these products, our team of support engineers is responsible for providing the technical solution aiming for the greatest customer satisfaction. Your job is to be the technical lead of this team, coaching the engineers and helping them to solve the most challenging issues. You and your team will be responsible for providing Atlassian's legendary customer service, making the best usage of Atlassian products.
During your day as a Technical Lead you will:
Coach and mentor other support engineers to grow their technical and troubleshooting skills
Be the role model for the team, removing blockers and providing guidance for your colleagues;
Work to deescalate difficult situations with customers
Evaluate the team training needs and lead training sessions
Evaluate the team's KPIs and work on action plans, together with the manager;
Work on global continuous improvement projects;
Influence product direction through customer feedback
As a Support Technical Lead you:
Have 3+ years of work experience in a highly technical environment;
Broad knowledge about computer networks, databases (SQL) and Java; Splunk and AWS knowledge are welcome
Have English language proficiency (written and verbal);
Are great on explaining complex issues in a simple manner;
Are great on sharing knowledge within the team;
Are a continuous learner and love to work with cutting-edge technologies
Welcome changes and enjoys working on a dynamic environment
Are motivated and actively participate in community forums, as well as in the product knowledge base;
Are a combination of passion and persistence;
Set high standards for yourself and your team;
Are always improving yourself and our customer's experiences.
By joining us in the Cloud Platform you will:
Work with emerging technologies such as AWS and Splunk on a SaaS environment, solving complex problems in the product or its integrations
Work with a fast-growing customer base on a dynamic environment
Help the team scale by coaching, training and helping improve our processes and tools
We consider an additional positive if you have experience with Atlassian products.
We would love to count on you in our team!!!
People with disabilities are welcome.