Senior Support Engineer, DevTools Bitbucket

Atlassian • San Francisco, CA

99d • $111,600 - $133,920

About The Position

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 giving priority to candidates who can work Pacific time zone hours (9 am- 6 pm). You will be fully remote so if you have the flexibility to work these hours, we encourage you to apply! We are looking for customer champion who drives agreement and improvement across product and operations teams. You are focused on improving broader customer experience and having a visible global impact on process, product and team. As part of our Enterprise On-Prem Support team, you will focus on providing advanced support and product expertise to our largest customers as a technical support engineer working on important customer accounts. You will work with other team members in Atlassian offices globally. You will be part of a growing team of specialists improving our support capabilities, capacity, and quality for our largest customers. You will report to the DevTools Manager on the Enterprise On-Prem support team, and perform root cause analysis, debugging and troubleshooting across one-to-many Atlassian products. You will participate in customer-facing calls communicating progress updates, action plans, and resolution details.

Requirements

• 5+ years in technical support role with Java/J2EE application troubleshooting
• Experience configuring and troubleshooting Web application containers such as Tomcat, Jetty, etc.
• Experience with software development models (Agile, V-model, Waterfall) and methodologies (DevOps, RAD, Scrum, TDD, FDD)
• Experience with Version Control Systems such as git, Mercurial, and SVN
• Experience with continuous integration and delivery
• Advanced experience with relational database with most common RDBMS (Postgres, Oracle, mySQL)
• Advanced proficiency in operating systems (Linux, OSX, Windows), REST APIs, LDAP
• Scripting languages (Bash/sh)
• Networking (protocols, proxies, firewalls, authentication, and authorization)
• JVM analysis using thread dumps, heap dumps, and garbage collector logs
• Cloud platforms (AWS, Azure)
• Containerization (Docker, Kubernetes)
• Experience in escalation handling
• Experience working with enterprise customers

Responsibilities

• Solve complex customer issues involving code error diagnosis, debugging, validation, and root cause analysis
• Evaluate active tickets, manage workloads, projects, and monitoring queue health
• Advocate for our customers and influence product direction through customer feedback
• Experience being Subject Matter Expert in multiple Atlassian products
• Identify knowledge opportunities when new technologies are included and multiply the knowledge within the team (Synchrony, AWS, Azure)
• Communicate as the internal expert with customers at an executive level on in-depth technical details, progress and next steps
• Be the customer champion by being the voice of the customer
• Be the example that continues to guide until the cause is established with clear plans to resolve the customer issues.
• Assist your global teammates in driving long-running tickets in your areas of expertise to resolution
• Challenge others to provide and dig into context and rise to tough occasions

Benefits

• Health and wellbeing resources
• Paid volunteer days
• Equitable, explainable, and competitive compensation programs
• Eligibility for benefits, bonuses, commissions, and equity

What This Job Offers

• Job Type: Full-time
• Number of Employees: 5,001-10,000 employees