Senior Support Engineer

Atlassian • San Francisco, CA

78d • $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.

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
• 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
• 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

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

• Number of Employees: 5,001-10,000 employees