Associate Support Engineer

Working at AtlassianAtlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or from an office (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.Our Cloud SMB Support team is passionate about providing support and product expertise to all of our customers. We’re looking for “take charge” people to join our team of engineers improving our support capabilities and quality for our Cloud customers. You will collaborate with product specialists within Jira Service Management and be trusted to exercise your own judgment to deliver superior customer service.

On your first day, we'll expect you to have:

• A passion for providing legendary service to our Small and Medium-sized Business customers who are using Atlassian Cloud products.
• Keen problem solving skills with a unique ability to think on your feet.
• Comfort in always taking the initiative - a self-starter and self-organizer
• The ability to adapt quickly, be resourceful and resilient, and learn fast. Posses a growth mindset, systems thinking, and a solution-based approach. 
• The ability to diagnose and fix technical issues in a timely manner and help customers get the most out of their Atlassian investment. If you excel at figuring out logic puzzles and logistics nightmares like planning activities with larger groups of people, then we bet you have the right stuff.
• Familiarity with IT Operations, Application Support, Cloud technologies, operating systems and SQL databases
• Deep understanding of TCP/IP, SSL/TLS, CDN, Browser/Dev Tools, REST API/ HTTP, Mail, Database Queries and Java Source. You are comfortable using the command line.
• Really want to win us over? You can tell us about your experience using Jira Software

In the role you will:

• Serve as the customer’s primary point of contact and own customer issues, from start to finish.
• Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.
• Be responsible for resolving customer configuration issues and responding to customer questions. Sometimes you won’t know the right answer, but you’re the kind of person who is always up for the challenge. You’ll rely on your resources and quickly research a response - and sometimes you’ll just have to Google it.
• Leverage your experience and operational know-how to not only identify gaps and opportunities but also to suggest potential solutions.
• Drive collaborative discussions within the Team, challenge thought processes and encourage peers to see them through.
• Work with APIs, REST payloads, REST endpoints, Atlassian product Integrations and 3rd party products to make recommendations to resolve customer issues.
• Provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners and others regarding how to properly implement Jira Work Management and Jira Software
• Periodically collaborate to develop and implement operational improvements. Also, you may be asked to represent Atlassian at events (Technical conferences, Meetups, etc.).

CompensationAt Atlassian, we tie our base pay ranges to role and level. In the United States, that means your base pay ranges will fall into one of three geographic pay zones depending on your location. Our current base pay for new hires in each zone are:Zone A: $41/hrZone B: $37/hrZone C: $35/hr Base pay is ultimately determined based on your skills, expertise, and experience and location. This role may also be eligible for benefits, bonuses, commissions, and/or equity.Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.Our perks & benefitsTo support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.About AtlassianThe world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, 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.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.To learn more about our culture and hiring process, explore our Candidate Resource Hub.