Enterprise Cloud - 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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Responsibilities

Here at Atlassian, we help teams turn ideas into reality with our world-class collaboration tools. Atlassian Support Engineers work directly with our customers to help unlock the potential in teams around the globe by troubleshooting, debugging, and answering questions about our products to ensure that we always provide a best-in-class service.

You will lead customer-facing calls communicating progress updates, action plans, and resolution details. You will be part of a team ensuring we have customers for life.

You will use internal technical expertise (peers, mentors, our knowledge base, community forums, and other internal tools) to provide the most effective solutions to customer issues and work with diverse global teams as part of an inclusive work environment according to the Atlassian values.

Responsibilities

• Solve complex customer technical issues through diagnosis, resolution, collaboration, and troubleshooting best practices.

• Maintain transparency with different teams and maintain updates on the case.

• Refer to internal databases or external resources to provide prompt and accurate resolution/feedback to customers.

• Contribute to case deflection programs, automation, and other digital self-help assets to improve customers' support experience. Experience handling high-visibility escalations.

• Understand customer issues and advocate for their needs with teams like Product Management or Software Engineering. Promote technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions).

Basic qualifications:

• 8+ years of experience in technical support, software services, and system administration for a large end-user community.

• 3+ years of experience working with Enterprise customers.

• Experience de-escalating problematic situations with customers, working with executive levels while handling tickets, and mentoring your team.

• Experience supporting customers over email, phone, and video calls.

Essential skills:

• Database skills, with the expertise to write and update SQL queries.

• Troubleshooting skills on Internet technologies like web-tech, email, networking, REST APIs

• Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis

• An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, TCP/IP, and identifying underlying network issues.

Good to have skills:

• Experience with Splunk, Experience understanding and supporting Java apps.

• Understanding of Identity terminologies (SSO, LDAP, Active Directory, Oauth).

• Familiarity with scripting languages (Shell/Python)

Competencies required

• Customer Focus

• Team and Collaborative Working

• Process re-engineering with a Solution Mindset

Qualifications

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 market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $121,900 - $131,700

Zone B: $109,700 - $118,500

Zone C: $101,200 - $109,300

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage w