[Hiring] Senior Support Engineer, Jira @Atlassian

Role Description

This role involves providing advanced support and product expertise to our Priority customers as a Senior Support Engineer at Atlassian.

• Use professional written and verbal communications to resolve application issues
• Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
• Explain the why behind issues and guide customers to resolution with logic and context
• Create and curate knowledge-base articles and documentation to help customers help themselves
• Provide customer escalation support
• Evaluate active tickets, prioritize workload, and monitor queue health
• Build internal relationships with development and product management teams
• Advocate for customers and influence product direction through feedback
• Develop into a highly skilled support engineer with subject matter expertise across the Atlassian stack

Qualifications

• 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
• Demonstrated ability to help other support engineers grow their technical and troubleshooting skills
• Excellent communication skills for supporting customers over email or screen-shares
• Strong team-oriented interpersonal skills with the ability to interface with a wide variety of people
• Ability to successfully manage time, balancing multiple tasks with varying levels of priority and urgency

Benefits

• Wide range of perks and benefits designed to support you and your family
• Health and wellbeing resources
• Paid volunteer days
• Additional benefits may include bonuses, commissions, and equity

Company Description

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work.

• We believe that the unique contributions of all Atlassians create our success.
• We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
• All your information will be kept confidential according to EEO guidelines.