**Be yourself, be your best!** We combine our global expertise in key industries and cutting-edge technologies to help fast-growing and established enterprises transform and accelerate their business models, develop innovative digital solutions, scale technological capabilities, and sustain their growth. **Get to know our Consulting and Support area!** Join our Support and Consulting team at e-Core! If you are passionate about technology, challenges, and problem solving, this is the ideal area for you. Here, you will work with global teams and end users, helping them maximize the use of innovative technology solutions. Join us to grow in a collaborative and multicultural environment where continuous learning and teamwork are highly valued. **Join our team!** **What you’ll do in this role:** As part of the **Application Support** team, you will be responsible for ensuring an excellent customer experience by investigating, resolving, and tracking technical incidents and requests. * Drive customer engagement using the best communication channels (screen sharing, chat, email, online meetings, and technical calls) * Handle tickets in customers’ systems, performing **triage, registration, analysis, and resolution of requests**, with a focus on the **end-user experience** * Act as **ticket owner (ownership)**, ensuring end-to-end tracking even when resolution involves other departments or teams * **Collaborate with internal and external teams**, including Atlassian, vendors, development, licensing, and other stakeholders to drive solutions * Facilitate **technical meetings and conference calls involving multiple teams** to resolve escalations * Develop a customer-centric mindset by understanding their processes, needs, and business objectives to deliver high-value support * **Create, review, and publish knowledge articles**, technical documentation, onboarding materials, and support guides * **Log bugs** with complete reproduction steps, evidence, tests performed, and possible alternative solutions * Apply **troubleshooting methodologies to diagnose and resolve medium- and high-complexity operational issues** * Monitor ongoing tickets, perform follow-ups, and ensure adherence to **agreed SLAs** * Monitor **support, quality, and performance metrics**, participate in technical meetings, and propose continuous improvements * Work autonomously, following established processes, pursuing continuous improvement, and anticipating team and customer needs ### **This position is right for you if you have:** * Knowledge of **troubleshooting practices** for technical incident investigation * Basic knowledge of **Linux** and command-line usage for analysis and validation * **Advanced English proficiency for written and verbal communication with customers and international teams** * Understanding of Customer Support metrics such as response time, resolution time, and SLA compliance * Basic knowledge of **databases and SQL for queries, validations, and simple analyses** * Familiarity with **Apache Tomcat and infrastructure concepts**, such as Proxy, Network, SSH, VPN, and Load Balancer * Ability to **test and validate REST API integrations** using tools like Postman or command line * Basic knowledge of agile methodologies (Agile, SAFe) and IT Service Management / ITIL concepts * Basic knowledge of **Active Directory/LDAP, SSO, SAML, and cloud environments** for troubleshooting support **It would be great if you also have:** * Experience with Jira, Confluence, and Marketplace solutions * Hands-on experience with Atlassian plugins and add-ons, including onboarding, configuration, and support * Experience creating technical documentation, training materials, or knowledge base content * Experience working in SaaS environments or supporting B2B products **Where you’ll be based:** * Brazil \- Remote **Benefits of being an e-Corean!** We offer a flexible benefits package: with e-Core BeneFlex, our e-Coreans can build a personalized benefits package aligned with their profile and needs. **Financial Benefits** Meal and/or food allowance. Multi-benefit card. PLR (Profit and Results Sharing). Private pension plan. ✅ **Health and Well-being** Health, dental, and life insurance plans. Pet health insurance. Wellhub partnership to maintain an active routine. ️ **Flexibility and Quality of Life** 15 days of vacation every 6 months. Monthly remote work allowance. **Development** Education and childcare allowances. Educational partnerships And other benefits to make your e-Core experience more enriching. At e-Core, we recruit intentionally to reflect our culture, valuing diversity in all its forms. We believe gender, age, ethnicity, race, religion, sexual orientation, and other identity markers are assets that enrich our team—without barriers for talented individuals to shine. Our commitment is to Equal Opportunity, encouraging each person to be themselves and grow both professionally and personally.\#BeYourself \#BeYourBest **Privacy** By submitting an application, I acknowledge that I have read and understood e-Core’s Privacy Policy. Privacy Policy (EN) / Política de Privacidade (PT\-BR) Everything we do aims to connect people and technology to build a better future—together!
João Silva
Indeed · HR
João Silva
Indeed · HR
