Senior Support Engineer, Rovo

OverviewWorking at AtlassianAtlassians 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.Your Future TeamThe Rovo Support team is dedicated to providing exceptional support for Atlassian's Rovo app suite. Our team is committed to delivering high-quality, scalable, and customer-focused assistance, ensuring that our customers receive the best possible experience. We collaborate with cross-functional teams in engineering to gain deep insights and advocate for our customers, driving continuous improvement across the business.If you are passionate about working with dynamic, fast-growing teams and enjoy delivering top-notch service to some of the world's largest Enterprise customers, then this role is an excellent fit for you ResponsibilitiesReporting to a Senior Support Manager, you will be key to providing a consistent quality experience, helping improve support processes, and fostering customer loyalty.You will perform triage, troubleshooting, debugging, and root cause analysis across multiple Rovo-powered apps. You will collaborate with colleagues and mentors, utilizing the knowledge base, community forums, and available tools to effectively resolve customer issues. You will lead customer calls to investigate their concerns, communicate progress, share action plans, and drive resolutions, ensuring customer success.QualificationsMinimum Qualifications5+ years of experience in support, software services, and/or system administration for a large end-user community3+ years of experience in working with enterprise customersEffective, 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 labAbility to problem-solve complex tickets, clarify the problem, recommend solutions, identify and summarize root cause analysis, and utilize escalation channels as needed.Preferred QualificationsHands-on experience supporting AI-powered SaaS products: Demonstrated ability to troubleshoot, explain, and support features powered by machine learning or large language models (LLMs), including understanding model behavior and customer-facing AI features.Proficiency with cloud platforms and APIs: Familiarity with APIs, especially as it relates to search and integrations.Experience with search and data ingestion technologies: Experience with search platforms (e.g., Elasticsearch, OpenSearch, or similar) and data ingestion pipelines, including troubleshooting indexing, data mapping, and query performance.Understanding of data privacy and ethical AI practices: Awareness of data privacy, security, and ethical considerations in the context of AI-powered applications, with the ability to communicate these topics to customers.Experience working in Atlassian Cloud apps: utilizing Jira or Confluence in your daily workBenefits & PerksAtlassian 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 AtlassianAt 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