Technical Support Engineer

Our Cloud support team is highly passionate about providing support and product expertise to our Standard and Premium customers. 
As a Support Engineer, you will be providing support to customers by isolating, diagnosing, reproducing, and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. The candidate must be willing to work APAC or EMEA business hours and also during weekends to support business needs.

• Responsible for the customer support experience with Atlassian

  
  
  

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

  
  
  

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

  
  
  

• Create new knowledge base articles to capture new learningâs for reuse throughout the organization.

  
  
  

• Participate in technical communications within the Technical Support team to share best practices and learn about new technologies

  
  
  

• Focus on an area of technical specialization and attend technical training.

  
  
  

• Ability to work a flexible schedule, including modified work weeks and providing on-call support during days off when required.

  
  
  

Competencies

• Customer Orientation

  
  
  

• Effective communication

  
  
  

• Adaptability

  
  
  

• Team and Collaborative Working

  
  
  

• Learning aptitude

  
  
  

Experience

• 3-5 years of experience in Technical Support, Software Services, and system administration for a large end-user community

  
  
  

• Track record to de-escalate difficult situations with customers, working with executive levels, while working on tickets and mentoring your team.

  
  
  

• Have supported customers over email, phone, chat and screen-shares.

  
  
  

• Experience working in a high case volume environment

  
  
  

Must-Have Skills:

• Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.

  
  
  

• Experience working with log searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools.

  
  
  

• Experience with APIs and REST calls.

  
  
  

• Front-end troubleshooting skills and an understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.

  
  
  

• Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.

  
  
  

Good to Have Skills:

• Usage of Browser dev tools, HAR File analysis, Splunk.

  
  
  

• Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.

  
  
  

• Experience working in a Linux environment.

  
  
  

• Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP

  
  
  

• Familiarity with Cloud technologies such as AWS will be a plus.