Atlassian-posted 3 months ago
$111,600 - $133,920/Yr
Full-time • Senior
Mountain View, CA
5,001-10,000 employees

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. The candidate must be able to work 9:00 AM - 6:00 PM Pacific time business hours and occasionally during weekends to support business needs.

  • Drive agreement and improvement across product and operations teams.
  • Focus on improving broader customer experience and having a visible global impact on process, product and team.
  • Provide advanced support and product expertise to our largest customers as a senior support engineer.
  • Work with other team members in Atlassian offices globally.
  • Perform root cause analysis, debugging and troubleshooting across one-to-many Atlassian products.
  • Participate in customer-facing calls communicating progress updates, action plans, and resolution details.
  • Identify knowledge opportunities when new technologies are included and multiply the knowledge within the team.
  • Coach others on how to perform technical, soft skill, and behavioral interviews.
  • Communicate as the internal expert with customers at an executive level on in-depth technical details, progress and next steps.
  • Solve complex tickets, summarize cause, recommend solutions and then escalate.
  • Be the customer champion by being the voice of the customer.
  • Handle escalations and work with enterprise customers.
  • Assist global teammates in driving long-running tickets in areas of expertise to resolution.
  • Challenge others to provide and dig into context and rise to tough occasions.
  • 8+ years of experience in Java support, software services, and system administration for a large end-user community.
  • Experience with operating systems (e.g. Linux, OS X, and Windows).
  • Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, J Boss).
  • Experience with SQL databases.
  • Experience with networks and technologies, including proxies, load balancers, LDAP, Active Directory, SSL.
  • Experience being Subject Matter Expert in multiple Atlassian products.
  • Experience in escalation handling.
  • Experience working with enterprise customers.
  • Experience with Synchrony, AWS, Azure.
  • Ability to present clear interview feedback for technical, soft skills, and Enterprise Support characteristics.
  • Health and wellbeing resources.
  • Paid volunteer days.
  • Equitable, explainable, and competitive compensation programs.
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