Senior Product Support Engineer, Confluence

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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

We are seeking a customer champion who can drive agreement and improvement across product and operations teams, focusing on enhancing the broader customer experience and making a visible global impact on processes, products, and teams.

Responsibilities

• Provide advanced support and product expertise to our largest enterprise customers as a lead Level III support engineer.
• Perform root cause analysis, debugging, and troubleshooting across multiple Atlassian products.
• Participate in customer-facing calls, communicating progress updates, action plans, and resolution details.
• Collaborate with global team members to improve support capabilities, capacity, and quality.
• Act as a Subject Matter Expert (SME) in multiple Atlassian products and technologies (e.g., Synchrony, AWS, Azure).
• Identify knowledge opportunities when new technologies are introduced and multiply knowledge within the team.
• Coach others on technical, soft skill, and behavioral interviews, and provide clear interview feedback.
• Communicate as an internal expert with customers at an executive level, providing in-depth technical details and next steps.
• Solve complex tickets, summarize causes, recommend solutions, and escalate when necessary.
• Champion the customer by being their voice within the organization.
• Stay updated and communicate company or team updates through various channels.
• Guide and support the team until the root cause of customer issues is established and resolved.
• Assist global teammates in driving long-running tickets to resolution.
• Challenge others to provide context and rise to tough occasions.

Qualifications

• 7.5+ years of experience in Java support, software services, and system administration for a large end-user community.
• Experience with operating systems (Linux, OS X, Windows).
• Proven experience as a Subject Matter Expert in multiple Atlassian products.
• Experience with networks and technologies, including proxies, load balancers, LDAP, Active Directory, and SSL.
• Understanding of application server technologies (e.g., Tomcat, Apache, WebSphere, JBoss).
• Experience with SQL databases.
• Experience in escalation handling and working with enterprise customers.

Skills Required

• Linux
• SQL
• Java
• Application Support / Production Support

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.

To learn more about our culture and hiring process, visit