Enterprise Support Engineer, Cloud Migrations

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over 3 years old

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Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, every Atlassian will have the choice to work from an office or from home.

If you love solving the deepest and most challenging tech problems, enjoy working with all types of customers from around the world (Start-ups 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 expanding to allow it to scale with the business. Our Enterprise Support Engineers are responsible for improving our customers' experience with our products, through advanced troubleshooting and helping our global team of engineers solve our more difficult problems.
We’re looking for engineers with a strong degree of empathy for the customer experience and excellent communication skills. You will need to have a proven ability to de-escalate difficult situations with customers, while multi-tasking between tickets and mentoring your team. As an Enterprise Support Engineer, you should demonstrate the ability to coach and mentor other support engineers to grow their technical and troubleshooting skills.

In this role:
Our Enterprise Support Engineers for Cloud Migrations hit that sweet spot between a technical and customer-facing role, and focus on providing advanced support and product expertise to our largest customers who are on their migration journey from their On-prem Atlassian products to Atlassian Cloud. You will lead and participate in customer-facing calls helping to communicate progress updates, action plans to migration blockers, runbooks and production migration execution. You will partner closely with cloud migrations manager, product and engineering teams to deliver an awesome migration experience to our customers and provide insights to product team on making our Migration tooling and customer experience better.

On your first day, we'll expect you to have:

  • 8+ years of experience in support, software services, and/or system administration for a large end-user community
  • 2+ years’ experience in working with enterprise customers in a high touch model
  • Experience in migrating customers from Server to the Cloud, an added advantage
  • Strong database skills, with the expertise to write and update SQL queries with ease
  • Strong expertise to write, review, or modify Scripts (Python, Bash/Shell)
  • Deep understanding of SSO, SAML, LDAP, Active Directory, SSL, etc.
  • Experience with APIs and REST calls
  • Knowledge or experience with Splunk are a plus
  • Worked with various operating systems, such as Linux, Unix, and Windows.
  • Confirmed knowledge of networks
  • Experience supporting Java, especially the JVM components
  • Strong analytical skills, ability to seek problems, learn new technologies and passion to continually evolve as a technical specialist
  • Exhibit strong interpersonal skills and the ability to efficient work with a wide variety of people and role
  • Outstanding soft skills, both internal and external communications via email, phone and video conference
  • Proven track record to de-escalate difficult situations with customers
  • Outstanding prioritization and organization skills, that allow you to work on multiple customer migrations simultaneously
    • More about the team

    The Enterprise Support Engineer is a part of our Enterprise team, which is passionate about providing advanced support and product expertise to our largest customers. This role enables working on our most meaningful customer accounts and working with global Atlassian team members. You will join a growing team of specialists, improving our support capabilities, capacity, and quality for our largest and most sophisticated customers.

    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.

    Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.