Senior Technical Support Engineer (Cloud)

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.With a sufficient timezone overlap with the team, we’re able to hire eligible candidates for this role from any location in Australia. If this sparks your interest, apply today and chat with our friendly Recruitment team further.Atlassian’s Cloud SMB and Cloud Enterprise teams are looking for experienced and passionate Senior Cloud Support Engineers to join our teams in Sydney! You will be part of a growing team of engineers improving our support capabilities and quality for our Cloud customers. Our Senior Cloud Support Engineers are highly proficient engineers who resolve all types of issues and enable the teams to deliver the best end-to-end customer experience. They identify operational trends and work with cross-functional teams to drive product improvements and key support initiatives. They are the go-to person for any technical challenge raised by the Team. If you are passionate about working with smart teams and providing high-quality service to the world’s largest customers this role could be perfect for you! We are looking for customer champions who drive alignment and impact across product and operations teams.

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

• 5+Years experience with technical support, software services, and/or system administration for a large end-user community.
• 7+ Years experience working in a highly technical environment, interacting with customers and exceptional communication skills.
• Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills.
• Passion for providing legendary service to our Small, Medium and Enterprise Business customers, using Atlassian Cloud products.
• Ability to diagnose and fix technical issues in a timely manner and help customers get the most out of their Atlassian investment.
• Advanced experience with IT Operations, Application Support, Cloud technologies and operating systems.
• Deep understanding of TCP/IP, SSL/TLS, CDN, Browser/Dev Tools, HTTP, Mail, Database Queries and Java Source
• Strong database skills, with the expertise to write and update SQL queries with ease
• Deep understanding of SSO, SAML, LDAP, Active Directory, SSL, etc
• Experience with Splunk
• Experience with APIs and REST calls
• Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and mentoring your team
• Excellent written communication skills with the ability to explain complex topics in easily understood, concise language [English] over email, phone or screen-shares
• Really want to win us over? You can tell us about your experience using Jira, Confluence, and Atlassian Access.

In this role you will:

• Own Internal and Developer escalations driving points of friction to resolution. Then show initiative to take immediate action when confronted with a problem and proactively work on potential solutions.
• Demonstrate your operational experience to identify trends, drive team tactics and contribute to continuous improvement initiatives.
• Help develop the team by conducting brown bags and delivering feedback.
• 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, prioritising workload, strategic projects, and monitoring queue health
• Drive collaborative discussions within the Team, challenge thought processes, and encourage peers to see them through.
• Be a role model of Atlassian values and culture, actively shaping and inspiring people around them.
• Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.
• Provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners and others regarding how to properly implement Atlassian products.
• Periodically collaborate to develop and implement operational improvements. Also, you may be asked to represent Atlassian at events (Technical conferences, Meetups, etc.).
• Participate in weekend and holiday rotation and/or on-call as required

More about our Team:The team is filled with top-notch technical individuals that are excited to build service experience for our world-class software and development tool used by agile teams. 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 believe we can add significant value to the business by listening to the customer's experience, translating these into actions, and championing their short-term issues and long-term needs throughout the organisation. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and is all about making our customers successful and loyal to our products.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.