Senior Support Engineer

Job Description Working at Atlassian Atlassians can choose where they work 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. Minimum Qualifications - 8+ years of experience in support, software services, and/or system administration for a large end-user community - 3+ years of experience in working with enterprise customers - Effective, clear, and concise communication with the ability to adapt to your audiences with different levels of technical acumen. - Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency, while checking communication channels to stay on top of customer and team needs. - Continuous Learning & Growth Mindset: You thrive in a fast-paced, ever-changing environment and have a strong commitment to continuous self-improvement. - Strong technical troubleshooting skills: ability to isolate variables, step through issues, and attempt to reproduce in lab - Ability to problem-solve complex tickets, clarify the problem, recommend solutions, identify and summarize root cause analysis, and utilize escalation channels as needed. - Troubleshoot and resolve complex customer issues related to Atlassian Guard, Atlassian Account, and Cloud Administration, including SSO/SAML, SCIM, user provisioning, org management, and security policies. - Serve as a subject matter expert and escalation point for Atlassian Guard, Cloud Administration and Atlassian Account cases, collaborating with product and engineering teams to drive resolution. - Analyze logs, audit trails, and system behaviors using tools like Splunk, browser dev tools, and REST APIs. - Guide customers through advanced troubleshooting, root cause analysis, and solution implementation, often in live sessions. - Mentor and coach other support engineers, sharing knowledge and best practices for platform topics. - Contribute to internal and external documentation, knowledge base articles, and process improvements. - Participate in on-call rotations and incident response for critical platform issues. - Advocate for customer needs and represent the voice of the customer in product and process discussions. - Support cross-product migrations, org merges, and advanced administrative scenarios. 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 . 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.