Senior Support Engineer, Cloud SMB

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.If you are passionate about working with smart teams and providing high-quality service to the world's largest customers then this role could be perfect for you. Atlassian is a rapidly growing software development company, and our Cloud Small & Medium Businesses (SMB) support teams are expanding to allow it to scale with the business. Atlassian Senior Support Engineers are responsible for improving our customers' experience with our products and have a visible global impact on processes, products, and teams. We are looking for a customer champion who will drive alignment and impact across product and operations teams. while being an escalation point for support engineers and helping troubleshoot deep technical customer issues.

In this role, you'll get to:

• Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
• Act as the focal point of contact for global technical escalation management to ensure customer success with Atlassian products
• Use professional written and verbal communications to customers to resolve application issues
• Create and curate knowledge-base articles and documentation to help customers help themselves
• Perform case reviews to identify trends and improvement areas and define action plans for support engineers
• You will leverage your operational experience to identify trends, drive team tactics and contribute to continuous improvement initiatives.
• Build internal relationships with our development and product management teams to help communicate the needs of our customers
• Advocate for our customers, influencing product direction through customer feedback
• Develop your team in becoming highly skilled support engineers with subject matter expertise in all types of technologies across the Atlassian stack
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues.
• Work collaboratively with diverse global teams and drive inclusive work environments in accordance with Atlassian values

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

• 5+ years of experience in technical support, software services, and/or system administration for a large end-user community
• Strong database skills, with the expertise to write and update SQL queries with ease
• Deep understanding of SSO, SAML, LDAP, Active Directory, SSL, etc
• Experience with Splunk
• Experience with APIs and REST calls
• Experience understand and supporting Java apps, especially the JVM components
• Familiarity with Cloud technologies - experience with Jira and Confluence is a plus
• An understanding of Network terminologies such as MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, and Routing Protocols (BGP, EIGRP, OSPF)
• Proven ability de-escalating difficult situations with customers, while multi-tasking between tickets and mentoring your team
• Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills.
• Excellent communication skills, able to support customers over email, phone, and screen-shares
• Strong interpersonal skills to effectively collaborate with a wide variety of people, from junior engineers to senior executives
• Strong time management skills, able to balance multiple tasks with varying levels of priority and urgency
• The ability to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress, and next steps.

The Support team is growing by leaps and bounds to keep up with the rapid pace of Atlassian customers (this is a good problem to have). With this increase, stellar customer service and satisfaction remains our number one goal, and supporting that in all ways possible. We continually work on projects and collaborate within our group to streamline processes and make it easier for users to have a great support experience with Atlassian. Our team works hard and pitches in when issues arise, but we never forget to have fun and celebrate our successes. Even when difficult problems arise (of course they always do in Support), we're pretty sure you’ll be excited about coming to Atlassian every day to do this job and to work on this team.To learn more about working with the Support Team at Atlassian, check out our Support Team page!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.