Bitly is hiring a
Senior Support Engineer

Summary

The job is for a Senior Support Engineer at e-Core, a company that helps businesses transform and accelerate their business models by providing innovative digital solutions and technological scalability. The role involves resolving customer issues, creating knowledge base articles, and participating in technical communications within the Technical Support team.

Requirements

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

Responsibilities

• 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

Preferred Qualifications

• Familiarity with Atlassian products
• Familiarity with Splunk
• Familiarity with Agile methodologies
• Actively participate in community forums

Benefits

• Health, dental, and life insurance
• Health insurance for your pet (national coverage)
• Periodic wellness sessions
• Gympass
• Food and/or meal allowance
• Multiple benefits card
• 15 days vacation every 6 months (30 days per year)
• Possibility of working from abroad (90 days per year)
• Short-term incentive plan (PLR)
• Private pension plan
• Possibility of choosing between 5 working models
• Personalized Onboarding Kit (including monitor, headset, keyboard & other gifts)
• Monthly allowance for remote work (according to your work model)
• Flexible working hours
• Parking assistance at the SP and POA offices
• Financial support for studies and childcare