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Support Engineer - Cloud Growth DevOpsIT

Sydney, AustraliaSydneyNew South WalesAustraliaOceania

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.Our Support team (CSS DevOpsIT) is comprised of people with backgrounds in ITSM, DevOps and Customer Service. We provide legendary support to unleash the potential of our customers.We're hiring a Technical Support Engineer, reporting to a Cloud Support Manager. You are a Support Engineer with a background in Application Support and a wealth of experience in IT. Here, you'll provide support to our customers with their technical issues and provide relevant updates to all team members.

What you'll do

    • Responding to our customers through our multi-channels of Support, you will provide legendary support to our customers
    • You will handle customer issues involving code error diagnosis, debugging, validation, and root cause analysis
    • You will replicate and debug issues to verify potential product-related bugs
    • You will understand customer use cases, troubleshoot and implement workarounds to product bugs
    • You will advocate for our customers, influence product direction through customer feedback
    • You will collaborate with our global support team, share best practices and influence operational process improvements
    • Advocate for our customers, influence product direction through customer feedback
    • You will be a role model of our Atlassian values - inspiring and coaching people around you
    • Occasionally, you willtest and evaluate new product versions to ensure they are ready for release
    • Occasionally, you will provide on-call support during the weekend and public holidays (on a rostered basis)
    • Occasionally, you may be asked to travel (locally and worldwide) to visit other Atlassian locations

Your Background

    • 3+ years of application support experience
    • Experience working with SSO, SAML, Linux and Windows
    • You have familiarity with APIs, REST payloads, REST endpoints, Splunk
    • You have familiarity with IT operations, Application Performance Monitoring, the Application Development lifecycle, internet technology, and infrastructure concepts
    • You understand the DevOps space and have a practical knowledge of the role of Integrations
Behind every great human achievement, there is a team. As a company, our mission is to help unleash the potential of every team - and that includes our own team! Join us and we will help you unleash your potential!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.

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