Senior Support Engineer, Jira
About The Position
The Jira On Prem Support team is dedicated to delivering support and product expertise to our Priority customers. If you have a passion for resolving complex technical issues, engaging with diverse customers ranging from startups to Fortune 500 corporations, and thrive in a dynamic environment, then this role is well-suited for you. You will be joining as an Atlassian Senior Support Engineer, and play a crucial role in enhancing our customers' interactions by providing advanced troubleshooting and assisting our global team in solving intricate challenges. This role will report to a Jira On Prem Support Manager.
Requirements
- 5+ years experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience
- Ability to work 9:00AM - 6:00PM PDT/PST and occasional weekend shift rotation
- Experience and/or familiarity with JVMs
- In-depth operating system knowledge (e.g. Windows and/or Linux)
- Familiarity with database concepts (e.g., Oracle, SQL Server or Postgres)
- Well rounded experience with 1 or more application servers (e.g. Tomcat, Apache, IIS, NGINX etc.)
- Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)
- Strong degree of empathy for the customer experience
- Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and potentially mentoring your team
- Demonstrated ability to help other support engineers to grow their technical and troubleshooting skills
- Excellent communication skills, possessing the ability to support customers over email, or screen-shares
- Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior executives
- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
Responsibilities
- Use professional written and verbal communications to customer base to resolve application issues
- Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
- Ability to explain the why behind issues and guide the customer to resolution with logic and context
- Creation and curation of knowledge-base articles and documentation to help customers help themselves
- Customer escalation support
- Evaluate active tickets, prioritizing workload, and monitoring queue health
- Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
- Advocate for our customers, influence product direction through customer feedback
- Develop into a highly skilled support engineer with subject matter expertise in all types of technologies across the Atlassian stack
Benefits
- health and wellbeing resources
- paid volunteer days
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
