Support Engineer - Access

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.Our office is in Bengaluru, but we offer flexibility for eligible candidates to work remotely across India. Whatever your preference—working from home, an office, or in between— you can choose the place that’s best for your work and your lifestyle.The Support Engineer (Cloud EMEA) isn’t just an ordinary Support Engineer role. As a Support Engineer you will be providing support to customers, using Atlassian products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges. The candidate must be able to work EMEA business hours and also be flexible to assist during weekends as needed to support business needs.

What's in for you

• The entire Atlassian team has created a unique business environment -- one of energy, creativity, and collaboration.
• The atmosphere is fun, casual, and inviting, in keeping with Atlassian's roots as a successful entrepreneurial start up.
• We are guided in our efforts by a strong set of corporate values:
• Open Company, no bullshit
• Play, as a team
• Build with heart & balance
• Be the change you seek
• Don’t #@!% the customer

Responsibilities

• Be responsible for resolving customer configuration issues and responding to customer questions.
• Leverage your experience and operational know-how to not only identify gaps and opportunities but also to suggest potential solutions
• You will drive collaborative discussions within the Team, challenge thought processes, and encourage peers to see them through.
• Ensure that customers have a positive experience with Atlassian Cloud products.
• You will provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners and others regarding how to properly implement Atlassian Cloud products such as Atlassian Access
• Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.
• Periodically collaborate to assist with ongoing team operational improvements. Also, you may have the opportunity to represent Atlassian at events (Technical conferences, Meetups, etc.).

Experience:

• We ask that you have 3-4 years of working experience interacting with customers and good communication skills to back it up.
• A passion for providing legendary customer service to our Small and Medium-sized Business customers, using Atlassian Cloud products.
• We’re looking for individuals who can self-organize, adapt quickly, curious, resourceful, resilient, have fast learning ability, growth mindset, systems thinking, and a solution-based approach.
• The ability to diagnose and fix technical issues in a timely manner and help customers get the most out of their Atlassian investment.
• Good understanding of authentication mechanisms such SSO/SAML. Experience around troubleshooting SAML assertions and a general understanding of OAuth based authentication, SSL, etc is a plus.
• Experience in troubleshooting via HAR (HTTP Archive) file analysis and/or experience with the browser web developer console
• Understanding of Network skills - DNS & ping, traceroute (general insights to dig, nslookup, TXT record would be a plus)
• Work with APIs, REST payloads, REST endpoints, Atlassian product Integrations and 3rd party products to make recommendations to resolve customer issues.
• Automate tasks and call REST API endpoints via scripts is a plus
• Knowledge of SQL, Linux, Java Web Servers or Cloud technologies is a plus
• You will be required to work flexibly on a fixed shift through weekends to meet the needs of our customers

Technologies:

• Web technologies , REST API & HTTP
• Authentication technology and services (SSO, IdPs, SAML, Oauth)
• Authorization (access controls, roles, permission) models

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.