Senior Support Engineer 2

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.

Responsibilities:

Do you love helping developers solve challenging technical problems? Do you enjoy working with all types of developers from around the world? In this position, you'll empower a wide range of developers that build for the Atlassian Ecosystem, including some of our Marketplace and Strategic partners. Another key aspect of the role is to support your peers in their personal development and contribute to process improvement.

Our Senior Ecosystem Support Engineer role is a blend of technical and customer-facing engagements, where you provide support for our developer community and help them to effectively build and manage new apps and integrations. In this role, you will be working across the Atlassian product suite for both DC and cloud hosting.

• … working with Atlassian ecosystem developers and partners, helping them to build apps, customizations and migrate their apps from server to cloud and between different platforms (Connect to Forge)
• … the first line of defense in HOT incident management, including looping in relevant product teams and timely communicating the status of investigations to the developer community
• … partnering with relevant product and engineering teams internally to get help on the most complex cases
• … enhancing developer support processes
• … assisting peers in their technical development through case reviews, internal escalations, new hire mentoring, and training

Qualifications:

• At least 5+ years of experience in technical/developer support roles (where developers are the end-user) and/or as a system administrator for a large developer community
• Exceptional prioritization and organization skills, that allow you to work on multiple tasks simultaneously
• Strong customer handling skills, with the ability to de-escalate difficult situations with customers/developers
• Exceptional soft skills, both internal and external communications via email, Slack, and video conferencing
• Exhibit strong team-oriented interpersonal skills and the ability to work with a wide variety of people and roles effectively
• Strong analytical skills, logical decision-making skills, proven ability to tackle problems and grasp new technologies, and the enthusiasm to continually evolve as a technical expert
• Mid to high proficiency with HTML and Javascript (preferred)
• Experience in troubleshooting complex issues using the browser developer tools and/or HAR files
• Strong understanding of the REST APIs and working with webhooks
• Good understanding of computer networking (communication and transfer protocols, proxies, firewalls, authentication, and authorization protocols)
• Experience with case reviews to identify trends and improvement areas and define action plans for support engineers
• Be able to evaluate active tickets, prioritize workload, and strategic projects, and monitor queue health
• Have the capability of building internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
• Ability to develop your team in becoming experienced support engineers with subject matter expertise in all types of technologies across the Atlassian Ecosystem stack.

Bonus Points

• Experience with Atlassian's suite of products
• Experience building apps or integrations
• Experience in testing software applications (Exploratory Testing, Functional Testing etc.)
• Background in software development

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