Senior Support Engineer, Enterprise
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.
This isn't your ordinary Support Engineer role. If you love solving the deepest and gnarliest tech problems, enjoy working with all types of customers from around the world (startups to Fortune 500 corporations), and love variety, this job has it all in spades. Atlassian is a rapidly growing software development company, and the Support team is changing its focus to allow it to scale with the business. Atlassian Senior Support Engineers are responsible for improving our customers' experience with our products, through advanced troubleshooting and helping our global team of engineers solve our more difficult problems.
More about you:
The team is filled with customer focused individuals that champion and support industry-leading products that are used by a growing list of 50,000+ customers globally. We challenge one another every day and hold ourselves accountable for our work product as well as our customer's overall success. We all enjoy the interactions with the customers, problem solving, digging into complex issues, and actively championing for customers within Atlassian.We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. When problems seem the hardest we are at our best, we work harder to find the root cause and a solution.We are a combination of passion and persistence. We feel that through our roles we can positively impact mil
This isn't your ordinary Support Engineer role. If you love solving the deepest and gnarliest tech problems, enjoy working with all types of customers from around the world (startups to Fortune 500 corporations), and love variety, this job has it all in spades. Atlassian is a rapidly growing software development company, and the Support team is changing its focus to allow it to scale with the business. Atlassian Senior Support Engineers are responsible for improving our customers' experience with our products, through advanced troubleshooting and helping our global team of engineers solve our more difficult problems.
More about you:
- 5+ years experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience
- Experience and/or familiarity with JVMs
- In-depth operating system knowledge (e.g. Windows and/or Linux)
- Familiarity with database concepts (e.g., Oracle, SQL Server or Postgres)
- Well rounded experience with 1 or more application servers (e.g. Tomcat, Apache, IIS, NGINX etc.)
- Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)
- Strong degree of empathy for the customer experience
- Proven ability to deescalate 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, possessing the ability to support customers over email, phone or screen-shares
- Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior executives
- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
- Experience administrating Jira
- Experience with any of the following AWS, Docker, VMware
- Experience administering an enterprise LAN/WAN environment
- Background in System Engineering or administration
- Experience in Database configuration and administration
- Experience analyzing Java thread dumps amp; heap dumps
- Experience analyzing network traces using tools such as wireshark or tcpdump
- B.S. in Computer Science or Electrical Engineering
- Global technical escalation management to ensure customer success with Atlassian products
- Use professional written and verbal communications to customer base to resolve application issues
- Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
- Creation and curation of 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, prioritizing workload, strategic projects, and monitoring queue health
- Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
- Advocate for our customers, influence product direction through customer feedback
- Developing your team in becoming highly skilled support engineers with subject matter expertise in all types of technologies across the Atlassian stack.
The team is filled with customer focused individuals that champion and support industry-leading products that are used by a growing list of 50,000+ customers globally. We challenge one another every day and hold ourselves accountable for our work product as well as our customer's overall success. We all enjoy the interactions with the customers, problem solving, digging into complex issues, and actively championing for customers within Atlassian.We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. When problems seem the hardest we are at our best, we work harder to find the root cause and a solution.We are a combination of passion and persistence. We feel that through our roles we can positively impact mil
Job Specification
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