Senior Support Engineer

Overview

Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.

About the role

We are looking for a Senior Engineer who is a customer champion and drives improvement to our processes and operations. You will be focused on providing legendary support to our customers as well as having a positive impact on our team, process, and product. As part of our Cloud SMB Team, you will focus on providing advanced cloud support and product expertise to our small and medium-sized customers. You will work with other team members in a remote environment or Atlassian offices globally, as well as being a part of a Senior Engineers team, improving our support capabilities, capacity, and quality for our customers.

You will report to the Agile & DevOps Manager on the SMB Cloud support team and perform troubleshooting across our Atlassian products. You will also participate in customer-facing calls when required, communicating progress updates or problem-solving to our customers.

Responsibilities

• Own, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency with different teams, maintain updates on the case.

• Resolve customer issues involving DevTools code error diagnosis, debugging, validation, and root cause analysis.

• Enable replication of issues to verify product-related bugs.

• Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)

• Use professional written and verbal communications with the customer base to resolve Cloud application issues.

• Evaluate active tickets, prioritizing workload, and monitoring queue health.

• Build internal relationships with our development and product management teams to help communicate our customers' needs and urgency.

• Develop into a highly skilled Senior Support Engineer with subject matter expertise in all types of technologies across the Atlassian cloud product stack.

• Ability to explain the why behind issues and guide the customer to resolution with logic and context.

• Creation and curation of knowledge-base articles and documentation to help customers help themselves.

• Advocate for our customers, influence product direction through customer feedback.

Your background

• 5+ years of experience in a highly technical support role, preferably in a software environment and/or system administration for a large end-user community.

• 3+ years of experience solving complex technical problems.

• Ability to work 10:00 AM - 7:00 PM CST and occasional weekend shift rotation if needed.

• Proven ability to de-escalate difficult situations with customers, while multitasking between tickets and other responsibilities.

• Strong interpersonal skills to effectively collaborate with a wide variety of people, from junior engineers to senior executives.

• Technical experiences:

  • Strong database skills, with the expertise to write and update SQL queries with ease.

  • Familiarity with one or more of the scripting languages (Python, etc.).

  • Experience with Web technologies such as DNS, HTTP, APIs, and REST API calls.

  • Familiarity with Cloud technologies such as AWS.

  • An understanding of Network terminologies, LAN, WAN, TCP/IP, OSI, NAT, DHCP, TLS/SSL, and Routing Protocols.

  • Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.

  • Experience working with Splunk searching, monitoring, and analysing machine-generated data via a Web-style interface or similar tools.

  • Familiarity or Experience with DevTools, frontend troubleshooting, and HAR File analysis.

  • Familiarity with Cloud technologies

Qualifications

• Experience in understanding and supporting Java apps.

• Working with Atlassian products (Jira Software certification is a huge bonus!)

• Bachelor's of Science or equivalent professional experience.

• The ability to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress, and next steps.

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical