Principal Support Engineer, Migrations

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 return to an office as they reopen (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.The Prinicipal Support Engineer role is a support engineer working on our most significant customer accounts and working with global Atlassian team members. You will join a growing team of specialists improving our support capabilities, capacity, and quality for our largest customers!This role will report to the Support Manager - Cloud Migrations.More about you: You'll be key to providing a quality experience, bringing new and improved support methodologies to Atlassian, and building a wide and dedicated customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging and solving across one-to-many Atlassian products. As a valued team member, you will receive on-boarding training to make you a specialist in one or more of our products, system technologies, and network technologies. You will lead and participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details. You will be pivotal for a team ensuring we have customers for life! Are you passionate about collaborating with knowledgeable teams and about providing high-quality service to the world's largest customers? If so, this role could be perfect for you. Apply and become part of our distributed team of engineers practicing a follow-the-sun methodology with our other offices around the world to deliver the best support possible for our high-priority customers.Your future teamThe Principal Support Engineer is a member of the Enterprise Cloud Migrations Support team, which is passionate about providing leading support and product expertise to our biggest customers

What you'll do

• Efficiently communicate as the internal SME with customers/partners at an executive level on in-depth technical details, progress and next steps
• Assess tickets, summarize root causes, recommend solutions and then raise when appropriate
• Simplify perplexing situations and lead calmly through periods of crisis; experience implementing and optimizing operational processes
• Define, drive and own challenges as they arise
• Assist in development of knowledge articles and guides for process improvements/enhancements
• Give guidance to team-members to assist with progressing issues (via effective troubleshooting and communication)
• Act as a customer champion by being the voice of the customer - Check communication channels to stay on top of and disperse company or team updates
• Mentor on how to perform strong technical, soft skill, and behavioral interviews with recommendations on how to present clear interview feedback for technical, soft skills, and Enterprise Support characteristics in both debriefs and write-ups

Your background

• 8+years of experience in support, software services, and/or system administration for a large end-user community
• 3+ years' experience working with Enterprise Customers in a High Touch ModelStrong database skills, with the ability to write and update SQL queries with ease
• Deep understanding of operating systems (e.g. Linux, OS X, and Windows)
• Understanding of networks and relevant technologies, including proxies, load balancers, LDAP, SSO, SAML, Active Directory, SSL, etc.
• Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, JBoss, etc.)
• Fair expertise to write, review, or modify Scripts (Python, Bash/Shell)
• Understanding of APIs, REST calls and CLI tooling
• Understanding of third party tooling such as Splunk, Tampermonkey and GSuite products
• Understands Cloud based PaaS and some high level benefits
• Understanding of Java, especially the JVM components
• Jira or Confluence experience desirable
• Proactively identify knowledge opportunities when new technologies are included and multiplies the knowledge within the team (Synchrony, AWS, Azure)

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.To learn more about our culture and hiring process, explore our Candidate Resource Hub.