Senior Support Engineer

Description

**Be yourself, be your best!** We combine our global experience in key industries and the latest technologies to help fast-growing and established companies transform and accelerate their business models, develop innovative digital solutions, scale technological capabilities, and sustain their growth. **Meet the Consulting and Support area!** Join our Support and Consulting area at e\-Core! If you have a passion for 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 technological solutions. Join us to grow in a collaborative and multicultural environment where continuous learning and teamwork are valued. **Join our team!** **What you will do in this role:** * Assume ownership of the support queue, managing and resolving tickets to ensure customer success and satisfaction. * Diagnose complex technical issues by identifying and addressing the root cause, avoiding superficial solutions. * Reproduce incidents and failures in the specific environments presented by customers. * Submit pull requests with bug fixes and improvements directly in the platform's source code. * Act as the customer's technical voice to the internal engineering team. * Conduct specific meetings and weekly technical alignments with strategic accounts (hybrid role with TAM). **This position is right for you if you:** * Have an obsessive focus on the customer to ensure they extract maximum value from the product. * Are oriented toward definitive problem resolution (root cause analysis). * Focus on metrics, high productivity, and the ability to manage a high volume of demands. * Have an investigative profile to deeply understand the architecture and origin of complex failures. * Have a mindset focused on account management, going beyond the traditional break/fix model. * Have solid experience in debugging and advanced troubleshooting in the Python language. * Have broad mastery of the platform and the integration surfaces of LiteLLM (or related tools in the AI/LLM ecosystem). * Have fluency in English (verbal and written communication) to conduct technical meetings with global customers. * Have proven ability to perform code and routing logic debugging in technical assessments (live coding / whiteboard). **It would be great if you have:** * Previous experience as a Technical Account Manager (TAM) or in dedicated enterprise account support. * Experience with developer tools or artificial intelligence infrastructure. * A history of direct contributions to open source projects. **Where you will 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 benefits package according to their profile and needs. Financial Benefits Food and/or meal assistance. Multi-benefit card. PLR (Profit and Results Participation). Private Pension Plan. ✅ Health and Well\-Being Health, dental, and life insurance plans. Health plan for your pet. Partnership with Wellhub to maintain an active routine. ️ Flexibility and Quality of Life 15 days of vacation every 6 months. Monthly allowance for remote work. Development Education and daycare assistance. Educational partnerships Among other benefits to make your e\-Core experience more enriching. At e\-Core, we recruit with intentionality to reflect our culture, valuing diversity in all its forms. We believe that gender, age, ethnicity, race, religion, sexual orientation, and other identity markers are assets that enrich our team, with no barriers for talents to shine. Our commitment is to Equal Opportunity, encouraging each person to be themselves and to grow professionally and personally.\#BeYourself \#BeYourBest **Privacy** By submitting an application, I acknowledge that I have read and understood the e\-Core Privacy Policy. Privacy Policy (EN) / Privacy Policy (PT\-BR) The goal of everything we do is to connect people and technology to build a better future together!