Senior Costumer Support Engineer

At Encora we are looking for a great talent like you to join our team as the next Senior IT Support ( 9052 )**

Would you like to join our great team of engineers? Here we will tell you more about us and the role!

About the role : Some of your essential day-to-day job duties and responsibilities will include:

• Be a primary contact for both internal and external (customer/researcher) technical issues.
• Manage technical ticket escalations: providing coaching and incident management, guiding policy and procedure as necessary to respond to changing requirements.
• Improve workflows to gain efficiencies through documentation, improved processes, and automation.
• Work closely with new team members to train them on company policies and best practices for resolving tickets and provide further training.
• Facilitate cross-functional meetings and directives as they relate to Team Support.
• Provide detailed documentation for all client interactions - while also exhibiting exemplary written and verbal.

Our Requirements :

• Impeccable interpersonal skills and ability to navigate complex situations across teams and individuals.
• A propensity to anticipate outcomes in a given situation, and provide preemptive solutions to help ensure positive outcomes.
• Ability to maintain composure and a clear head under duress.
• Excellent time management and ability to adapt to shifting priorities.
• Strong cross-functional project management and the ability to communicate clearly and effectively with internal and external stakeholders - both written and verbal communications.
• Attention to detail and ability to identify creative solutions to changing and complex problems.
• Good at building strong effective working partnerships and managing conflicts of interest between various parties and stakeholders.
• Ability to make informed judgment calls on-the-fly when the situation requires it.
• Familiarity with and capability of using command-line tools and utilities (Bash, SSH, grep, etc).
• Data Manipulation experience.
• Strong hands-on integration experience (JIRA, SAML, API, SSO, 2FA) with the ability to walk non-technical customers through proper setup of integration configuration.
• Ability to explain common security vulnerabilities.
• Have a rough frame of reference for how a researcher (or security professional) would typically go through attacking a given target, meaning that you're aware of common attack vectors and methodologies in testing.
• Able to work in a cross-departmental capacity that can serve as a clear source of guidance for a wide range of security and bug bounty-related questions.

Why you will love working with us :

• Work from Home/ Work from Anywhere and available workplace office space if preferred
• Private medical insurance
• Birthday day-off
• Referral bonuses
• Flexible work schedules and work patterns for a better work/life balance
• Continuous technical training
• Working in a Great Place To Work characterized by a horizontal and dynamic environment
• Corporate recognition program
• Career path that will allow you to grow with us.
• Among others

About Encora : Encora is a global company that offers Software and Digital Engineering solutions, with more than 9000 Encorians around the world. Our technology practices include Cloud Services, Product Engineering, Data Science and Engineering, Digital Experience, DevOps, Cybersecurity, Quality Engineering, among others.

• At Encora Inc. we hire professionals based solely on their skills and do not discriminate on the basis of age, disability, religion, gender, sexual orientation, socioeconomic status or nationality.