Support Engineer, Enterprise DevTools

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.This isn't your ordinary Support Engineer role. If you love solving the deepest and and most challenging tech problems, enjoy working with all types of customers from around the world (startups to Fortune 500 corporations), and love variety, this job has it all in spades. Atlassian is a rapidly growing software development company, and the Support team is expanding to scale with the business. Atlassian Support Engineers are responsible for improving our customers' experience with our products through advanced troubleshooting and working with our global support team of engineers solve our more difficult problems.We’re looking for engineers with a strong degree of customer empathy and excellent communication skills. You will need to have a proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and assisting your team. You should exhibit strong team-oriented interpersonal skills with the ability to work with others in roles from junior engineer to senior executive. You’ll need an ability to carefully manage your time, balancing multiple tasks with varying levels of priority and urgency. 

You seek creative solutions to technical problems with the following experience:

• 3+ years experience in a highly technical enterprise support role, preferably in a software development environment dealing with Java/J2EE application troubleshooting
• Experience configuring and troubleshooting Web Application containers such as Tomcat, Jetty, etc.
• Knowledge of Version Control Systems such as Git/SVN/Mercurial
• Advanced knowledge of Operating Systems (e.g. Linux, MacOS, Windows).
• Advanced relational Database knowledge and experience with most common RDBMS (mySQL, Postgres, Oracle). Experience with other database management systems is a plus
• Experience with software development practices such as continuous integration and delivery
• Advanced knowledge of computer Networking (communication and transfer protocols such as SSL and TLS, proxies, firewalls, authentication and authorization protocols)

What the role involves

• Using your technical and communication skills (written and verbal) to ensure customer success with Atlassian products
• Resolving issues involving code error diagnosis, debugging, validation and root cause analysis
• Creating and curating knowledge-base articles and documentation to help customers help themselves
• Identifying trends and improvement areas to help the team more effectively support our customers
• Evaluating active tickets and monitoring team queue health to prioritize between workload, strategic projects and other activities
• Sharing customer insights with our development and product management teams to highlight the needs and priorities of our customers

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.