Senior Support Engineer, Cloud Migrations

Atlassian•Seattle, WA

7d•Hybrid

About The Position

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 These positions require working PST or MST friendly hours. Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, root cause analysis, and transparency within and across teams Escalate issues in a timely manner according to Standard Operating Procedures Provide technical support through different channels (tickets, phone calls, and screen shares) with customers, jumping on calls as needed to provide updates Be the point person in handling escalations, using your soft skills and your knowledge as a subject matter expert, to help resolve issues for our customers Perform case reviews to identify trends and improvement areas, allowing you to develop action plans for support engineers Use your operational experience to identify trends, guide team tactics, and contribute to continuous improvement projects Understand customer use cases and advocate for their needs to influence feature requests and bug fixes Create and review knowledge-based articles, standard operating procedures and best practices, and documentation for both end-users and the global support team Ramp up quickly on new technologies and how to use them in a customer-facing environment Work with our diverse teams, sharing best practices, driving operational improvements, and living our Atlassian values Occasional weekend shift rotation required Influence customer and/or local partner team to follow best practices and work directly with them to help migrate their Atlassian products from On-prem to Cloud Engage support teams across multiple regions and/or functions within Atlassian like Customer Success, Sales, Engineering for best outcomes towards the customer’s migration project Participate in release readiness activities

Requirements

8+ years of experience in support, software services, and/or system administration for a large end-user community
2+ years of experience working with enterprise customers in a high touch model
Database skills, with the expertise to write and update SQL queries with ease
Expertise to write Scripts (Python, bash/shell)
Experience with SSO, SAML, LDAP, Active Directory, SSL, etc
Experience with Splunk
Experience with APIs and REST calls
Worked with different operating systems, such as Linux, Unix, and Windows.
Knowledge of networks
Experience supporting Java, especially the JVM components
Ability to handle problems, learn new technologies, and enthusiasm to evolve as a technical expert
Experience working in an Enterprise environment or with Enterprise customers
Exhibit team-oriented and the ability to work with several people and roles

Nice To Haves

Experience in server-to-cloud migrations an added advantage

Responsibilities

Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, root cause analysis, and transparency within and across teams
Escalate issues in a timely manner according to Standard Operating Procedures
Provide technical support through different channels (tickets, phone calls, and screen shares) with customers, jumping on calls as needed to provide updates
Be the point person in handling escalations, using your soft skills and your knowledge as a subject matter expert, to help resolve issues for our customers
Perform case reviews to identify trends and improvement areas, allowing you to develop action plans for support engineers
Use your operational experience to identify trends, guide team tactics, and contribute to continuous improvement projects
Understand customer use cases and advocate for their needs to influence feature requests and bug fixes
Create and review knowledge-based articles, standard operating procedures and best practices, and documentation for both end-users and the global support team
Ramp up quickly on new technologies and how to use them in a customer-facing environment
Work with our diverse teams, sharing best practices, driving operational improvements, and living our Atlassian values
Influence customer and/or local partner team to follow best practices and work directly with them to help migrate their Atlassian products from On-prem to Cloud
Engage support teams across multiple regions and/or functions within Atlassian like Customer Success, Sales, Engineering for best outcomes towards the customer’s migration project
Participate in release readiness activities