Support Engineer

**We are change-makers**

Combinamos nuestra experiência 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 a Support Engineer**

Our Cloud Support team is passionate about providing support and product expertise to our customers. You will be part of a team of engineers improving our support capabilities and quality for Atlassian's Cloud customers, working with product specialists within Bitbucket to support our customer base.

**On your first day, we'll expect you to have**:
A passion for providing legendary service to our customers using Bitbucket Cloud.

High respect for the value of teamwork, able to contribute to the entire group.

Aptitude for learning new technologies and how to utilize them in a customer-facing environment.

We’re looking for individuals who can self-organize, adapt quickly, resourceful, resilient, have fast learning ability, growth mindset, systems thinking, and a solution-based approach.

Excellent customer service and support skills such as active listening, good verbal and written communication, possessing the ability to support customers across multiple channels.

A strong degree of empathy for the customer experience.

Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency.

**Experience or Familiarity with**:
Network troubleshooting

Collecting and analyzing Server Logs (experience with Splunk / Kibana)

Rest API (understanding different methods and working with Raw Data - troubleshooting)

Familiarity with CI/CD

Knowledge on Webhooks and GIT are not mandatory, but certainly a positive addition.

**In the role you will**:
Be responsible for resolving customer configuration issues and responding to customer questions.

You will drive collaborative discussions within the Team, challenge thought processes, and encourage peers to see them through.

Leverage internal technical expertise - including peers, mentors, knowledge base, community forums, and other tools - to provide the most effective solutions to customer issues.

Ensure that customers have a positive experience using Atlassian Cloud products.

Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.

Periodically collaborate to develop and implement operational improvements. Also, you may be asked to represent Atlassian at events (Technical conferences, Meetups, etc.).

More about the TeamOur support team is growing and with this growth, stellar customer service and satisfaction remains our number one goal.

Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and is all about providing legendary service to our customers. We work hard and pitch in when issues arise, but we never forget to have fun and celebrate our successes. When problems seem the hardest we are at our best, pushing harder for the root cause and a solution. We all enjoy the interactions with customers, problem-solving, digging into complex issues, and actively championing for customers within Atlassian.

We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products.

**Where you will be based on**:
Remote - México

**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.

Vacations starting in 14 days and released in advance

35% vacation premium

30 days of Christmas bonus

Extra holidays: Good Thursday and Friday, Mother's Day, Día de Muertos and December 24th and 31st

Profit sharing

Major health insurance for you and your dependants

Life insurance with funeral expenses included

Saving fund

Food bonus

Remote work monthly allowance

Wellbeing sessions

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