Senior Support Engineer, Enterprise DevTools

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 from an office (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 time zone overlap with the team, we are hiring candidates based in the Netherlands or The United Kingdom. It is a remote position, but if you are based in the Netherlands around the region of Randstad, you will have the option of a hybrid model. If this interests you, apply today and chat further with our friendly Recruitment team.In this role:This isn't your ordinary Support Engineer role. If you love solving the deepest tech problems, enjoy working with all types of customers worldwide (startups to Fortune 500 corporations), and love variety, this job has it all in spades. You will become part of an intercultural team based in EMEA and report to our CSS leadership in the UK and the Netherlands.We're looking for engineers with excellent enterprise customer experience. You must have a track record to de-escalate difficult situations with customers while working between tickets and mentoring your team. As a Senior Enterprise Support Engineer, you can coach other support engineers to grow their technical and troubleshooting skills. You should exhibit team-oriented skills with the ability to talk to several team members, from junior engineers to senior executives. You'll need the ability to handle your time, balancing multiple tasks with varying levels of priority and urgency.

You seek creative solutions to technical problems with the following experience

• 5+ years experience in a highly technical enterprise support role, preferably in a software development environment dealing with Java/J2EE application troubleshooting
• You have experience configuring and troubleshooting Web application containers such as Tomcat, Jetty.
• You have a general understanding of software development models (Agile, V-model, Waterfall) and methodologies (DevOps, RAD, Scrum, TDD, FDD)
• You have experience of Version Control Systems such as git, Mercurial, SVN.
• You have experience with software development practices such as continuous integration and delivery
• Advanced relational database experience with most common RDBMS (Postgres, Oracle, MySQL).
• Experience of operating systems (e.g. Linux, MacOS, Windows). Experience of Linux is an asset.
• Experience with scripting languages such as Bash/sh
• Java programming skills
• Knowledge and use of REST APIs
• Experience of computer networking (communication and transfer protocols such as SSL and TLS, proxies, firewalls, authentication and authorization protocols)
• LDAP knowledge. Similar level of knowledge for other directory information services

More about this role

• Handle global technical escalations to ensure customer success with Atlassian products
• Professional behavior to the customer base to resolve application issues
• Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
• Grow 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 and monitor queue health to prioritize between workload, projects and other activities
• Build internal relationships with our development and product management teams to help communicate the priorities of our customers
• Advocate for our customers and influencing product direction through customer feedback
• Mentor your team in becoming experienced support engineers with domain expertise in all types of technologies across the Atlassian stack

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.