Senior Support Engineer

8+ years of experience in support, software services, and/or system administration for a large end-user community

2+ years of experience working with enterprise customers in a high touch model

Database skills, with the expertise to write and update SQL queries with ease

Expertise to write Scripts (Python, bash/shell)

Experience with SSO, SAML, LDAP, Active Directory, SSL, etc

Experience with Splunk

Experience with APIs and REST calls

Worked with different operating systems, such as Linux, Unix, and Windows.

Knowledge of networks

Experience supporting Java, especially the JVM components

Ability to handle problems, learn new technologies, and enthusiasm to evolve as a technical expert

Experience working in an Enterprise environment or with Enterprise customers

Exhibit team-oriented and the ability to work with several people and roles

Experience in server-to-cloud migrations an added advantage

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $111,600 - $133,920

Zone B: $100,800 - $120,960

Zone C: $92,700 - $111,240

This role may also be eligible for benefits, bonuses, commissions, and equity.

Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, root cause analysis, and transparency within and across teams

Escalate issues in a timely manner according to Standard Operating Procedures

Provide technical support through different channels (tickets, phone calls, and screen shares) with customers, jumping on calls as needed to provide updates

Be the point person in handling escalations, using your soft skills and your knowledge as a subject matter expert, to help resolve issues for our customers

Perform case reviews to identify trends and improvement areas, allowing you to develop action plans for support engineers

Use your operational experience to identify trends, guide team tactics, and contribute to continuous improvement projects

Understand customer use cases and advocate for their needs to influence feature requests and bug fixes

Create and review knowledge-based articles, standard operating procedures and best practices, and documentation for both end-users and the global support team

Ramp up quickly on new technologies and how to use them in a customer-facing environment

Work with our diverse teams, sharing best practices, driving operational improvements, and living our Atlassian values

Occasional weekend shift rotation required

Influence customer and/or local partner team to follow best practices and work directly with them to help migrate their Atlassian products from On-prem to Cloud

Engage support teams across multiple regions and/or functions within Atlassian like Customer Success, Sales, Engineering for best outcomes towards the customer’s migration project

Participate in release readiness activities