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SalaryWith a sufficient timezone overlap with the team, we're able to hire eligible candidates for this role from any location in Australia and New Zealand. If this sparks your interest, apply today and chat with our friendly Recruitment team further.
Atlassian is looking for experienced and passionate Cloud and Server Support Engineers to join our team in Sydney! You will be part of a growing team of engineers improving our support capabilities and quality for our Cloud and Server customers. Our Support Engineers are highly proficient engineers who resolve all types of issues and enable the teams to deliver the best end-to-end customer experience. They identify operational trends and work with cross-functional teams to drive product improvements and key support initiatives.
On your first day, we'll expect you to have:
- Extensive experience with technical support, software services, and/or system administration for a large end-user community.
- Experience working in a highly technical environment, interacting with customers and exceptional communication skills.
- Passion for providing legendary service to Small, Medium and Enterprise Business customers, using Atlassian Cloud and Server products.
- Ability to diagnose and fix technical issues in a timely manner and help customers get the most out of their Atlassian investment.
- Advanced experience with IT Operations, Application Support, Cloud technologies and operating systems (Linux/Windows).
- Deep understanding of TCP/IP, SSL/TLS, CDN, Browser/DevTools, HTTP, Mail, SSO, SAML, LDAP, Active Directory and load balancers.
- Experience with SQL databases and troubleshooting.
- Experience with APIs and REST calls.
- Experience with Splunk.
- Understanding of application server technologies (e.g. Tomcat, Apache, Websphere, JBoss, etc.).
- Ability to deescalate difficult situations with customers, while multi-tasking between tickets and coaching and mentoring your team.
- Excellent written communication skills with the ability to explain complex topics in easily understood, concise language [English] over email, phone, or screen-shares.
In this role you will:
- Own Internal and Developer escalations, driving points of friction to resolution. Then show initiative to take immediate action when confronted with a problem and proactively work on potential solutions.
- Demonstrate your operational experience to identify trends, drive team tactics and contribute to continuous improvement initiatives.
- Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis.
-Creation and curation of knowledge-base articles and documentation to help customers help themselves.
- Help develop the team by conducting brown bags and delivering feedback.
- Perform case reviews to identify trends and improvement areas and define action plans for support engineers.
- Evaluate active tickets, prioritising workload, strategic projects, and monitoring queue health.
- Drive collaborative discussions within the Team, challenge thought processes, and encourage peers to see them through.
- Be a role model of Atlassian values and culture, actively shaping and inspiring people around them.
- Provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners and others regarding how to properly implement Atlassian products.
- Periodically collaborate to develop and implement operational improvements. Also, you may be asked to represent Atlassian at events (Technical conferences, Meetups, etc.).
- Participate in weekend and holiday rotation and/or on-call as required.
More about our Team:
The team is filled with top-notch technical individuals that are excited to build service experience for our world-class software and development tool used by agile teams. We challenge one another every day and hold ourselves accountable for our work product as well as our customer's overall success. We all enjoy the interactions with the customers, problem-solving, digging into complex issues, and actively championing for customers within Atlassian.
We believe we can add significant value to the business by listening to the customer's experience, translating these into actions, and championing their short-term issues and long-term needs throughout the organisation. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and is all about making our customers successful and loyal to our products.
All your information will be kept confidential according to EEO guidelines. If your experience looks a little different from what we've identified and you think you can rock the role, we'd love to learn more about you. Learn more about Atlassian's culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub: https://www.atlassian.com/company/careers/resources.
