Enterprise Support Engineers

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.JOB DUTIES: RESPONSIBLE FOR DIRECTLY IMPACTING END-USER EXPERIENCES THROUGH ADVANCED TROUBLESHOOTING AND CONFLICT RESOLUTION, IN COLLABORATION WITH THE COMPANY’S SOFTWARE ENGINEERS. ENSURE END-USER SATISFACTION THROUGH GLOBAL TECHNICAL ESCALATION MANAGEMENT OF THE COMPANY’S PRODUCTS/SERVICES. ADDRESS AND RESOLVE APPLICATION ISSUES THROUGH INTERACTION WITH END-USERS AND INTRA-COMPANY PERSONNEL. CREATE AND CURATE KNOWLEDGE-BASED ARTICLES AND DOCUMENTATION TO ALLOW END-USERS TO DIRECTLY ADDRESS THEIR OWN TECHNICAL ROADBLOCKS. VERIFY BUGS AND WORK COLLABORATIVELY WITH CROSS-UNIT ENGINEERING PERSONNEL TO ADDRESS THESE ISSUES. STREAMLINE AND AUTOMATE INTERNAL PROCESSES TO ENSURE OPERATIONAL EFFICIENCY. PERFORM CASE REVIEW TO IDENTIFY TRENDS AND IMPROVEMENT AREAS, IN ORDER TO DEVELOP ACTION PROJECT ROADMAPS FOR SUPPORT ENGINEERS. EVALUATE ACTIVE TICKETS, PRIORITIZE STRATEGIC PROJECTS, AND MONITOR WORKLOAD AND QUE HEALTH. BUILD INTERNAL PROCESSES DESIGNED TO ENSURE HIGH LEVELS OF EFFICIENCY WHEN ENGAGING WITH INTERNAL CROSS-UNIT PRODUCT AND DEVELOPMENT PERSONNEL, IN ORDER TO DIRECTLY ADDRESS URGENT END-USER NEEDS. ANALYZE END-USER FEEDBACK TO PROVIDE ACTIONABLE PRODUCT METRICS FOR USE BY KEY BUSINESS DECISION MAKING PERSONNEL IN THE PRODUCT BUSINESS UNIT. APPLY DOMAIN EXPERTISE IN ENSURING EFFICIENT WORK WITHIN THE SUPPORT ENGINEER UNIT ACROSS THE COMPANY’S STACK.  MINIMUM REQUIREMENTS: MASTER’S DEGREE IN COMPUTER SCIENCE, SOFTWARE ENGINEERING, ELECTRICAL ENGINEERING, OR CLOSELY RELATED, PLUS TWO (2) YEARS OF EXPERIENCE IN CRITICAL ISSUE HANDLING, SUPPORT, SOFTWARE SERVICES, AND/OR SYSTEM ADMINISTRATION FOR A LARGE END-USER COMMUNITY INCLUDING EXPERIENCE WITH OPERATING SYSTEMS (E.G. LINUX, OS X, AND/OR WINDOWS); NETWORKS AND RELEVANT TECHNOLOGIES, INCLUDING PROXIES, LOAD BALANCERS, LDAP, ACTIVE DIRECTORY, SSL, ETC.; APPLICATION SERVER TECHNOLOGIES (E.G. TOMCAT, APACHE, WEBSPHERE, JBOSS, ETC.) AND SQL DATABASES.  ALTERNATE REQUIREMENTS: BACHELOR’S DEGREE IN COMPUTER SCIENCE, SOFTWARE ENGINEERING, ELECTRICAL ENGINEERING, OR CLOSELY RELATED, PLUS FIVE (5) YEARS OF PROGRESSIVE EXPERIENCE IN CRITICAL ISSUE HANDLING, SUPPORT, SOFTWARE SERVICES, AND/OR SYSTEM ADMINISTRATION FOR A LARGE END-USER COMMUNITY INCLUDING EXPERIENCE WITH OPERATING SYSTEMS (E.G. LINUX, OS X, AND/OR WINDOWS); NETWORKS AND RELEVANT TECHNOLOGIES, INCLUDING PROXIES, LOAD BALANCERS, LDAP, ACTIVE DIRECTORY, SSL, ETC.; APPLICATION SERVER TECHNOLOGIES (E.G. TOMCAT, APACHE, WEBSPHERE, JBOSS, ETC.) AND SQL DATABASES.  SPECIAL REQUIREMENTS:          MUST PASS TECHNICAL INTERVIEW. MAY TELECOMMUTE.  OFFERED WAGE:           $154,523.00 to $162,249.15 per year#LI-DNIOur 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.