Senior Support Engineer

Overview:

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.

If you are passionate about working with immensely curious teams and are energized by providing dedicated and outstanding service to the world's largest customers, this role could be destined for you. Consider joining our Strategy Collection Support team, which is committed to providing advanced support and product expertise for Jira Align, Focus, and Talent. In your role, you'll work with our largest customer accounts. You will work with your peers within Atlassian offices around the globe and report to a manager in your region. You will enhance our growing team of experts to improve our support capabilities, capacity, and quality.

You will provide a quality experience, bring new and improved support methodologies to Atlassian, and build a wide and enthusiastic customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging, and troubleshooting within our Jira Align, Focus, and Talent products. As part of the team, you will receive onboarding training to make you a specialist in system and network technologies. You will lead customer-facing calls, communicate progress updates, action plans, and resolution details. Your contribution will ensure that our customers are monstrously successful If this sounds interesting to you, apply and become part of our global team of engineers practicing a follow-the-sun methodology with our other offices around the world to provide the best support possible for our high-priority customers.

The Strategy Collection helps our customers connect business strategy to technical execution by making team-level data visible across their enterprise in real-time. By getting everyone on the same page to determine scope, roadmaps, and dependencies across teams and portfolios connects strategic investments to promote outcomes faster and more reliably.

The team is filled with customer-focused individuals that champion and support industry-leading products used by a growing list of 85K customers globally. We challenge one another every day and take pride in our customers' overall success. We all enjoy the interactions with customers, problem-solving, digging into complex issues, and advocating for for customers within Atlassian. We wake up every morning asking ourselves how we can improve the customer 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. We are at our best when problems seem the hardest, pushing to identify causes and solutions. We feel that through our roles we can positively affect millions of end-users and their experience with Atlassian products. We are open, filled with varied backgrounds and talents, respectful, located around the globe, and all about providing legendary service to our customers.

Responsibilities:

• Wow Atlassian customers and partners by providing quality support
• Collaborate with other team members in Atlassian offices globally
• Improve our support capabilities, capacity, and quality for our large customers
• Analyze, troubleshoot, and problem solve while providing root cause analysis
• Shape and influence our support services and product capabilities
• Engage directly with customers and be partner for their adoption and growth

• Empathy for our customers and conversational skills
• Kindness towards your peers, experience sharing knowledge
• Deep curiosity to seek out and resolve problems
• 5+ years of experience in support, software services, or system administration for a large end-user community
• Familiarity with operating systems (Linux, OS X, and Windows)
• Testing or development for web applications in a SaaS environment
• Experience with SQL databases, Javascript, VBScript, REST APIs
• Bachelors of Science or equivalent professional experience

• Scaling Agile methodologies (e.g. SAFe, Spotify, Value Engineering, , LeSS)
• Splunk and Splunk Search Processing Language
• .NET and C#
• Working with Atlassian products (Jira software certification is a huge bonus)
• Understanding of application server technologies (e.g. Microsoft IIS, Tomcat, Apache, WebSphere)
• VPN configuration (preferably with Amazon Web Services, Cisco firewall)
• Debugging certificate-based mutual TLS and SSL authentication
• SSO implementations (preferably with SAML 2.0, OAuth/OAuth 2.0)
• Parsing JSON logs
• Analyzing Apache HTTP Server and IIS logs

Qualifications:

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