Support Engineer - Jira

March 18

Bitly

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The world’s #1 Connections Platform; an all-in-one link management solution: Short Links, QR Codes and Link-in-bio!

internet • URLs • data • links • social publishing

201 - 500

Description

• Resolve customer’s issues via telephone, email, or a remote session • Reproduce issues in-house and responding back in a timely manner • Regular follow-ups with customers with recommendations, updates, and action plans • Escalate issues in a timely manner according to Standard Operating Procedures • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues • Create new knowledge base articles to capture new learnings for reuse throughout the organization • Participate in technical communications within the Technical Support team to share best practices and learn about new technologies • Focus on an area of technical specialization and attend technical trainings • Would be great if you have: Familiarity with Atlassian products, Familiarity with Splunk, Familiarity with Agile methodologies, Actively participate in community forums

Requirements

• Have written and spoken English (advanced level) • Have strong experience in a technical role/ IT industry/ highly technical environment preferred • Great at explaining complex issues in a simple manner • Experience at creating, updating, and sharing knowledge through articles and training • Problem-solving mindset and help to remove roadblocks • Set high standards for yourself and your team • Continuous learner and love to work with cutting-edge technologies • Comfortable with providing customer support • Comfortable with SQL • Experience with network technologies • Experience in troubleshooting Java applications • Experience with REST APIs (methods, status codes etc) • Experience in using native browser development tools (Google Chrome Development Tools, Firefox, etc)

Benefits

• Work-life balance in a transparent and flexible environment • 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, December 24th, and December 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 • Additional benefits with Open English and psychologist, among others.