Support Engineer

See more jobs from Atlassian Pty Ltd

about 4 years old

This job is no longer active

Atlassian is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19. Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.

This isn't your ordinary Support Engineer role. If you love solving the deepest and gnarliest tech problems, enjoy working with all types of customers from around the world (startups to Fortune 500 corporations), and love variety, this job has it all in spades. Atlassian is a rapidly growing software development company, and the Support team is changing its focus to allow it to scale with the business. 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.
On your first day, we'll expect you to have:

Exposure to GIT, Mercurial, or similar version control technologies
Drive to be the champion for the customer, and a lack of patience for delay or lack of urgency
Focus on customer success and team support first
Ability to learn and teach new technologies as required
Demonstrated ability to detect and diagnose complex and critical technical issues effectively and efficiently
Familiarity with database concepts (e.g., Oracle, SQL Server or Postgress)
Development or scripting experience in a major language (e.g: Python, Ruby) is a huge plus
Familiarity with continuous delivery, and build systems such as Azure, Jenkins, or Pipelines
Familiarity with log monitoring tool such as Splunk.
Strong Operating Systems knowledge (e.g: Linux, OSX, Windows)
Strong networking knowledge and troubleshooting skills
Strong knowledge on SSH and SSL protocols.
Bachelor's Degree in Computer Science or equivalent demonstrated experience
3+ years technical support experience OR 3+ years sysadmin employment history in a similar product environment


What you'll be doing:
Resolving customer issues involving code error diagnosis, debugging, validation, and root cause analysis
Global technical escalation management to ensure customer success with Atlassian products
Communicating to our customer base through necessary means to resolve application issues
Enable replication and debugging of issues to verify product related bugs
Creation and curation of knowledge-base articles and documentation to help customers help themselves
Improving and streamlining internal processes to make our work operationally efficient
Development work targeted towards actively preventing customer pain
Performing case reviews to identify trends and improvement areas and define action plans for support engineers
Always monitoring queue health and identifying ways to proactively address trends
Always be seeking to be precise with communication and actions
Participating with the team to define new methods and system changes to improve the customer service level, reduce overall resolution times, and improve team efficiency and quality
Looking at the active tickets, inbound queue, and internal meetings and plan their day/week so they give themselves the time they need for long periods of research, customer calls, ticket recaps, etc.
More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.