Senior Enterprise Support Engineer - Cloud

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.Here at Atlassian, we help teams turn ideas into reality with our world-class collaboration tools. Atlassian Support Engineers work directly with our customers to help unlock the potential in teams around the globe by troubleshooting, debugging, and answering questions about our products to ensure that we always provide an outstanding service.You will lead customer-facing calls communicating progress updates, action plans, and resolution details. You will be part of a team ensuring we have customers for life.You will use internal technical expertise (peers, mentors, our knowledge base, community forums, and other internal tools) to provide the most effective solutions to customer issues and work with diverse global teams as part of an inclusive work environment according to the Atlassian values.This position can be based anywhere in the Netherlands and work remotely or from our office in Amsterdam.

Responsibilities

• Solve complex customer technical issues through diagnosis, resolution, collaboration, and troubleshooting best practices.
• Maintain transparency with different teams and maintain updates on the case.
• Refer to internal databases or external resources to provide prompt and accurate resolution/feedback to customers.
• Contribute to case deflection programs, automation, and other digital self-help assets to improve customers' support experience. Experience handling high-visibility escalations.
• Understand customer issues and advocate for their needs with teams like Product Management or Software Engineering. Promote technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions).

Basic qualifications

• 5+ years of experience in technical support, software services, and system administration for a large end-user community.
• Experience de-escalating problematic situations with customers, working with executive levels while handling tickets, and mentoring your team.
• Experience supporting customers over email, phone, and video calls.

Essential skills

• Database skills, with the expertise to write and update SQL queries.
• Troubleshooting skills on Internet technologies like web-tech, email, networking, REST APIs
• Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis
• An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, TCP/IP, and identifying underlying network issues.

Competencies required

• Customer Focus
• Team and Collaborative Working
• Process re-engineering with a Solution Mindset

Good to have skills

• Experience with Splunk, Experience understanding and supporting Java apps.
• Understanding of Identity terminologies (SSO, LDAP, Active Directory, Oauth).
• Familiarity with scripting languages (Shell/Python)
• 3+ years of experience working with Enterprise customers.
• A technical studies background (engineering, economics...)

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.