Support Engineer, Cloud SMB - Confluence

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.Our Cloud Small & Medium Businesses (SMB) support team is passionate about providing support and product expertise to our Standard and Premium customers. You will be part of a team of engineers improving our support capabilities and quality for our Cloud customers. You will be a champion in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. We’re also looking for your expertise to help cover our EMEA customers while also covering some weekends as needed to support business needs.

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

• A passion for providing legendary service to our Small and Medium-sized Business customers using Atlassian Cloud products.
• We’re looking for individuals who can self-organize, adapt quickly, 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.
• We ask that you have 3-4 years of working experience interacting with customers and good communication skills to back it up.
• You have familiarity with IT Operations, Application Support, Cloud technologies, operating systems and SQL databases
• Deep understanding of TCP/IP, SSL/TLS, CDN, Browser/Dev Tools, REST API/ HTTP, Mail, Database Queries and Java Source
• You are comfortable using the command line.
• Really want to win us over? You can tell us about your experience using any of these cloud products - Confluence Cloud, Jira Work Management (formerly known as Jira Core), Jira Software or Jira Service Management.

In the role you will:

• 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.
• Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.
• Work with APIs, REST payloads, REST endpoints, Atlassian product Integrations and 3rd party products to make recommendations to resolve customer issues.
• You will provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners and others regarding how to properly implement any of these Atlassian Cloud products - Jira Work Management, Jira Software, Confluence Cloud or Jira Service Management.
• Periodically collaborate to develop and implement operational improvements. Also, you may have the opportunity to represent Atlassian at events (Technical conferences, Meetups, etc.).

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.