Senior Support Engineer

Working at Atlassian

Atlassians can choose where they work â whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.

These positions require working PST or MST friendly hours.

• Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, root cause analysis, and transparency within and across teams

  
  
  

• Escalate issues in a timely manner according to Standard Operating Procedures

  
  
  

• Provide technical support through different channels (tickets, phone calls, and screen shares) with customers, jumping on calls as needed to provide updates

  
  
  

• Be the point person in handling escalations, using your soft skills and your knowledge as a subject matter expert, to help resolve issues for our customers

  
  
  

• Perform case reviews to identify trends and improvement areas, allowing you to develop action plans for support engineers

  
  
  

• Use your operational experience to identify trends, guide team tactics, and contribute to continuous improvement projects

  
  
  

• Understand customer use cases and advocate for their needs to influence feature requests and bug fixes

  
  
  

• Create and review knowledge-based articles, standard operating procedures and best practices, and documentation for both end-users and the global support team

  
  
  

• Ramp up quickly on new technologies and how to use them in a customer-facing environment

  
  
  

• Work with our diverse teams, sharing best practices, driving operational improvements, and living our Atlassian values

  
  
  

• Occasional weekend shift rotation required 

  
  
  

• Influence customer and/or local partner team to follow best practices and work directly with them to help migrate their Atlassian products from On-prem to Cloud

  
  
  

• Engage support teams across multiple regions and/or functions within Atlassian like Customer Success, Sales, Engineering for best outcomes towards the customerâs migration project

  
  
  

• Participate in release readiness activities

  
  
  

• 8+ years of experience in support, software services, and/or system administration for a large end-user community

  
  
  

• 2+ years of experience working with enterprise customers in a high touch model

  
  
  

• Database skills, with the expertise to write and update SQL queries with ease

  
  
  

• Expertise to write Scripts (Python, bash/shell)

  
  
  

• Experience with SSO, SAML, LDAP, Active Directory, SSL, etc

  
  
  

• Experience with Splunk

  
  
  

• Experience with APIs and REST calls

  
  
  

• Worked with different operating systems, such as Linux, Unix, and Windows.

  
  
  

• Knowledge of networks

  
  
  

• Experience supporting Java, especially the JVM components

  
  
  

• Ability to handle problems, learn new technologies, and enthusiasm to evolve as a technical expert

  
  
  

• Experience working in an Enterprise environment or with Enterprise customers

  
  
  

• Exhibit team-oriented and the ability to work with several people and roles

  
  
  

• Experience in server-to-cloud migrations an added advantage

  
  
  

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: USD 120600 - USD 146060

Zone B: USD 108900 - USD 131890

Zone C: USD 100800 - USD 122080

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

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 provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.