Senior Support Engineer, Cloud

Senior Support Engineer, Cloud
Atlassian, Netherlands

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 22, 2021
Last Date
Mar 22, 2021
Location(s)

Job Description

Atlassian is continuing to hirewith all interviewing and on-boarding done virtually due to COVID-19.All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.
If you are passionate about working with smart teams and providing high-quality service to the world's largest customers then this role could be perfect for you. Atlassian is a rapidly growing software development company, and the Cloud Premium and Cloud Support teams are expanding to allow it to scale with the business. Atlassian Senior Support Engineers are responsible for improving our customers' experience with our products, and have a visible global impact on processes, products, and teams. We are looking for a customer champion who will drive alignment and impact across product and operations teams.In this role, you'll get to:
  • Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
  • Global technical escalation management to ensure customer success with Atlassian products
  • Use professional written and verbal communications to customers to resolve application issues
  • Create and curate 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, prioritise, work on strategic projects, and monitor queue health
  • Build internal relationships with our development and product management teams to help communicate the needs of our customers
  • Advocate for our customers, influencing product direction through customer feedback
  • Develop your team in becoming highly skilled support engineers with subject matter expertise in all types of technologies across the Atlassian stack
  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues.
  • Work collaboratively with diverse global teams and drive inclusive work environments in accordance with Atlassian values
On your first day, we'll expect you to have:
  • 5+ years of experience in technical support, software services, and/or system administration for a large end-user community
  • 2+ years of experience supporting Enterprise customers
  • 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
  • Experience understand and supporting Java apps, especially the JVM components
  • Familiarity with Cloud technologies - experience with Jira and Confluence is a plus
  • An understanding of Network terminologies such as MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, and Routing Protocols (BGP, EIGRP, OSPF)
  • Proven ability deescalating difficult situations with customers, while multi-tasking between tickets and mentoring your team
  • Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills.
  • Excellent communication skills, able to support customers over email, phone, and screen-shares
  • Strong interpersonal skills to effectively collaborate with a wide variety of people, from junior engineers to senior executives
  • Strong time management skills, able to balance multiple tasks with varying levels of priority and urgency
  • The ability to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress, and next steps.
More about the team
The Support team is growing by leaps and bounds to keep up with the rapid pace of Atlassian customers (this is a good problem to have). With this increase, stellar customer service and satisfaction remains our number one goal and supporting that in all ways possible. We continually work on projects and collaborate within our group to streamline processes and make it easier for users to have a great support experience with Atlassian. Our team works hard and pitches in when issues arise, but we never forget to have fun and celebrate our successes. Even when difficult problems arise (of course they always do in Support), we're pretty sure you’ll be excited about coming to Atlassian every day to do this job and to work on this team.To learn more about working with the Support Team at Atlassian, check out our Support Team page!
More about our benefits
Whether you work in an office or a distributed tea

Job Specification

Job Rewards and Benefits

Atlassian

Information Technology and Services - New York, United States
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