Senior Premier Support Engineer, Jira Align

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.We have an office in Bengaluru but as we continue to expand our footprint in India, we can hire eligible candidates remotely anywhere in India.Are you a tech fanatic who's intrigued by how technology and Agile methodology intersect? Do you get energised by providing outstanding service to Atlassian's largest customers alongside supportive and inquisitive team members? If so, then this role is destined for you.Our Enterprise Support team is committed to providing advanced support and product expertise to our customers. In your role, you'll share your value as a support engineer by working with your global peers on our enterprise customer accounts. You will enhance our growing team of experts who work to improve our support capabilities, capacity, and quality for our largest and most sophisticated customers.This is a key opportunity to provide a consistent quality experience, bring new and improved support methodologies to Atlassian, and build a wide and enthusiastic customer base to the Atlassian products and brand. You will bring your creativity to triage, troubleshoot and debug our Jira Align application platform. As part of the team, you will receive on-boarding training to make you a specialist in one to many 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. Your contribution will be key in ensuring that our customers are monstrously successful! If this sounds interesting to you, apply and become part of our global team of engineers practicing a follow-the-sun methodology to provide the best experience possible for our highest priority customers.More about youIn this role you will:Engage directly with customers and be a critical partner for their adoption and growthWow Atlassian customers and partners by providing quality and timely supportAnalyze, troubleshoot, and problem solve, while providing root cause analysis when requiredImprove our team's ability, product and service quality delivered to Atlassian customers through curiosity, collaboration and empowermentHelp shape and influence our support services and product capabilitiesOn your first day, we'll expect you to have:Empathy for our customers and strong conversational skillsKindness and integrity towards your peers, with a passion for sharing knowledgeDeep curiosity to seek out and resolve problems7+ years of experience in support, software services, and/or system administration for a large end-user communityFamiliarity with various operating systems (Linux, OS X, and/or Windows)Splunk and Splunk Search Processing LanguageTesting and/or development for web applications in a SaaS environmentExperience with SQL databases, Javascript, VBScript, REST APIsIt's excellent, but not required, if you have:Experience with Scaling Agile methodologies (e.g. SAFe, Spotify, Value Engineering, Scrum@Scale, LeSS)Experience with .NET and C#Experience working with Atlassian products (Jira software certification is a huge bonus!)Understanding of application server technologies (e.g. Microsoft IIS, Tomcat, Apache, WebSphere, etc.)VPN configuration (preferably with Amazon Web Services, Cisco firewall)Debugging certificate-based mutual TLS and SSL authenticationSSO implementations (preferably with SAML 2.0, OAuth/OAuth 2.0)Parsing JSON logsAnalyzing Apache HTTP Server and IIS logsMore about our teamJira Align helps our customers connect business strategy to technical execution by making team-level data visible across their enterprise in real-time. By getting everyone on the same page to determine scope, roadmaps, and dependencies across teams and portfolios, it connects strategic investments to drive outcomes faster and more reliably.The team is filled with customer-focused individuals that champion and support industry-leading products used by a growing list of 85K customers globally. We challenge one another every day and hold ourselves accountable for our work product, as well as our customer's overall success. We all enjoy the interactions with customers, problem-solving, digging into complex issues, and actively championing for customers within Atlassian. We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. We are at our best when problems seem the hardest, pushing to identify root causes and solutions. We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and all about providing legendary service to our customers.Atlassian. Powered by you.We believe that the unique contributions of all Atlassians are the drivers of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.NAOur 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.