Highly Experienced Technical Support Specialist
1 week ago
Job SummaryWe are seeking a highly skilled and experienced technical support engineer to join our team. As a senior technical support engineer, you will be responsible for providing advanced support and product expertise to our largest customers.About the RoleThis is an exciting opportunity to work with a growing team of specialists improving our support capabilities, capacity, and quality for our largest customers. You will report to the Manager of the Enterprise support team and work closely with other team members in Atlassian offices globally.Key ResponsibilitiesProvide advanced support and product expertise to our largest customers;Work with other team members in Atlassian offices globally to drive customer satisfaction and deliver exceptional service;Participate in customer-facing calls communicating progress updates, action plans, and resolution details;Analyze complex issues and provide root cause analysis, debugging, and troubleshooting across multiple Atlassian products;Solve complex tickets, summarize causes, recommend solutions, and escalate as needed;Act as a customer champion by being the voice of the customer and driving improvements across product and operations teams;Coach others on how to perform technical, soft skills, and behavioral interviews;Assist global teammates in driving long-running tickets in your areas of expertise to resolution;Challenge others to provide and dig into context and rise to tough occasions.Requirements8+ years of experience in Java support, software services, and system administration for a large end-user community;Experience with operating systems (e.g. Linux, OS X, and Windows)Experience being Subject Matter Expert in multiple Atlassian products Identify knowledge opportunities when new technologies are included and multiply the knowledge within the team (Synchrony, AWS, Azure)Communicate as the internal expert with customers at an executive level on in-depth technical details, progress and next stepsSolve complex tickets, summarise cause, recommend solutions and then escalateBe the customer champion by being the voice of the customerBe a coach to others on how to perform technical, soft skills, and behavioural interviews.Assist your global teammates in driving long-running tickets in your areas of expertise to resolution.Challenge others to provide and dig into context and rise to tough occasions.Experience with networks and technologies, including proxies, load balancers, LDAP, Active Directory, SSL.Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, J Boss,)Experience with SQL databasesExperience in escalation handlingExperience working with enterprise customersWhat We OfferWe offer a wide range of benefits and perks 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 go.atlassian.com/perksandbenefits.
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