**Be yourself, be your best!** We combine our global expertise in key industries and the latest 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. **Learn about 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 valued. Join our team! **What you’ll do in this role:** * Manage and handle Level 1 (L1) support tickets, performing initial triage, qualifying requests, and ensuring first response with a focus on customer experience. * Resolve incidents and clarify doubts using the Knowledge Base, while actively educating customers on product features and best practices. * Monitor and respond to alerts impacting customers, acting swiftly to resolve them within defined SLAs (service level agreements). * Coordinate and execute change requests with customer administrators, strictly following established playbooks and processes. * Ensure efficient escalation of complex tickets by providing senior-level teams (Mid-level, Senior, or Engineering) with structured notes, test history, and all necessary context for seamless follow-up. * Keep the ticketing system up to date, clearly and systematically documenting all interactions, collected logs, and actions taken. * Identify opportunities to improve documentation by flagging knowledge articles requiring updates or highlighting frequent new questions that warrant technical guides. **This position is right for you if you:** * Focus on the customer and demonstrate empathy, delivering supportive, concise, and solution-oriented user experiences. * Possess excellent verbal and written communication skills, with the ability to translate technical terms into simple, everyday instructions for customers. * Are organized and detail-oriented, ensuring all alerts and tickets under your responsibility are methodically tracked and updated. * Have a proactive mindset and eagerness to learn, showing curiosity to understand the product and consume training materials. * Can follow processes and playbooks, executing routine tasks with discipline and promptly communicating risks or questions to the team. * Embrace teamwork, actively collaborating with colleagues to foster a safe and cooperative workplace. * Have experience in customer-facing roles within technology environments, technical support, or Customer Success. * **Fluent English (mandatory)**, with the ability to deliver both written and spoken support and consume technical documentation in English. * Possess basic understanding of networking concepts, internet protocols, and **authentication flows (e.g., familiarity with SSO, SAML, and networks)**. * Have basic Linux knowledge (essential command-line commands) to assist in log collection and preliminary investigations. * Have foundational knowledge of **databases and SQL**, including reading or adapting simple queries from ready-made examples. * Show interest in or basic familiarity with the **API ecosystem (e.g., understanding what a REST API is and how to read a basic error response)**. * Are familiar with Help Desk / Service Desk tools (e.g., Jira Service Management, Zendesk, or similar). * Hold conceptual knowledge of Cloud (e.g., understanding its purpose and fundamentals of providers such as AWS, GCP, or Azure) and familiarity with tools like Kubernetes. **It would be great if you have:** * Experience working at SaaS or product-led technology companies. * Prior knowledge of or daily use of Search technologies or knowledge management systems. **Where you’ll be based:** * 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. Profit Sharing Plan (PLR). Private Pension Plan. **✅ Health and Well-being** Health, dental, and life insurance plans. Pet health insurance plan. Partnership with Wellhub to maintain an active lifestyle. **️ 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 designed to enrich your e-Core experience. 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 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
