Senior Support Engineer, Jira

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.The Senior Support Engineer (Jira Cloud, EMEA) isn’t just an ordinary role. Senior Support Engineers at Atlassian are responsible for delivering best-in-class support to our customers and help them be successful with great experience using our products, through preventive projects that solve problems at the source. They also work on getting the best out of our Support Engineers through technical training, mentoring and troubleshooting, and providing timely advice on global technical issues. This role gives them an opportunity of working with counterparts or peers from different support centers. The candidate must be happy to work EMEA business hours unless business demands work during other hours of the day.

Responsibilities:

• Own, troubleshoot, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency within and across teams, maintain updates on the case.
• Error diagnosis (code review if needed), debugging, validation, and root cause analysis.
• Enable replication of issues to verify product-related bugs.
• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.
• Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
• Provide technical leadership and mentoring for Support Engineers.
• Act as the primary point of contact for local escalation management for the expertise acquired within a product domain, and take timely action to provide resolution (either technically or strategically).

Competencies:

• Customer Focus & Adaptability
• Effective communication
• Team and Collaborative Working
• Process re-engineering with a Solution mindset
• Learning Aptitude

Experience:

• 5+ years of experience in Technical Support, Software Services, and/or system administration for a large end-user community, preferably SaaS products.
• Proven track record to de-escalate difficult situations with customers, working with executive levels, while multi-tasking between tickets and mentoring your team.
• Experience in mentoring other support engineers to grow their technical and troubleshooting skills.
• Has supported customers over email, phone, and screen-shares.
• Experience working in a high case volume environment and ability to prioritize.
• Coordinating training for new hires and conducting training using the skill gap analysis.

Must to have Skills:

• Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
• Experience with APIs and REST calls.
• Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.
• Experience working with Splunk searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools.
• An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
• Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.
• Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.

Good to have skills

• Familiarity with Cloud technologies, AWS will be a plus.
• Experience with Jira and Confluence is a plus.
• Experience working in a Linux environment.
• Ability to read/write python scripts.
• Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP

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.