Senior Support Engineer, Enterprise

Working at AtlassianAtlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.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 Senior 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.

More about you:

• 8+ years experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience
• Experience and/or familiarity with JVMs
• In-depth operating system knowledge (e.g. Windows and/or Linux)
• Familiarity with database concepts (e.g., Oracle, SQL Server or Postgres)
• Well rounded experience with 1 or more application servers (e.g. Tomcat, Apache, IIS, NGINX etc.)
• Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)
• Strong degree of empathy for the customer experience
• Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and mentoring your team
• Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills.
• Excellent communication skills, possessing the ability to support customers over email, phone or screen-shares
• Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior executives
• Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency

Bonus points for:

• Experience administrating Jira
• Experience with any of the following AWS, Docker, VMware
• Experience administering an enterprise LAN/WAN environment
• Background in System Engineering or administration
• Experience in Database configuration and administration
• Experience analyzing Java thread dumps & heap dumps
• Experience analyzing network traces using tools such as wireshark or tcpdump

More about the role:

• Global technical escalation management to ensure customer success with Atlassian products
• Use professional written and verbal communications to customer base to resolve application issues
• Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
• Creation and curation of knowledge-base articles and documentation to help customers help themselves
• Perform case reviews to identify trends and improvement areas and define action plans for support engineers
• Evaluate active tickets, prioritizing workload, strategic projects, and monitoring queue health
• Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
• Advocate for our customers, influence product direction through customer feedback
• Developing your team in becoming highly skilled support engineers with subject matter expertise in all types of technologies across the Atlassian stack.

More about the team:The team is filled with customer focused individuals that champion and support industry-leading products that are used by a growing list of 50,000+ customers globally. We challenge one another every day and hold ourselves accountable for our work product as well as our customer's overall success. We all enjoy the interactions with the customers, problem solving, digging into complex issues, and actively championing for customers within Atlassian.We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. When problems seem the hardest we are at our best, we work harder to find the root cause and a solution.We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products.Our team is open, filled with varied backgrounds and talents. We are respectful, focused, located around the globe, and all about providing legendary service to our customers. To learn more about working with the Support Team at Atlassian, check out our Support Team page!Our perks & benefitsTo support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.About AtlassianThe world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on 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.To learn more about our culture and hiring process, explore our Candidate Resource Hub.