Technical Support Engineer 1

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.

Customer Support & Services
Atlassian has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The Customer Support & Services (CSS) organisation is looking for people with a passion for delivering customer support to help us build a future where customers come to us, not only because we provide amazing products and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

As a Support Engineer, you will be providing support to customers through email, chat or phone and by isolating, diagnosing, reproducing, and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. The candidate must be able to work EMEA/APAC business hours and also during weekends to support business needs.

Responsibilities

• Responsible for delivering world-class customer support experience through Chat/Email/Phone as the medium of support, with Atlassian

• Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams

• Escalate issues in a timely manner according to Standard Operating Procedures

• Create new knowledge base articles to capture new learning's for reuse throughout the organization.

• Participate in technical communications within the Technical Support team to share best practices and learn about new technologies

• Focus on an area of technical specialization and attend technical training.

Competencies

• Customer Orientation

• Effective communication

• Adaptability

• Team and Collaborative Working

• Learning aptitude

Experience

• 3-5 years of experience in Technical Support, Software Services, and/or system administration for a large end-user community, preferably SaaS products.

• Has supported customers over chat, email, phone, and screen-shares.

• Experience working in a high case volume environment and ability to prioritise.

Must-Have Skills:

• Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.

• Experience working with log searching, monitoring, and analysing machine-generated data via a Web-style interface or similar tools.

• Experience with APIs and REST calls.

• Usage of Browser dev tools, HAR File analysis, Splunk.

• Front-end troubleshooting skills and an understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.

Good to Have Skills:

• Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.

• Experience working in a Linux environment.

• Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP

• Familiarity with Cloud technologies, AWS will be a plus.

• Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.

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