Senior Cloud Support Engineer at Atlassian

Support (CSS), Full Time, Sydney, Australia sydney support engineering full-time
Posted 5 days ago

Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.

Atlassian’s Cloud SMB and Cloud Enterprise teams are looking for experienced and passionate Senior Cloud Support Engineers to join our teams in Sydney!

You will be part of a growing team of engineers improving our support capabilities and quality for our Cloud customers. Our Senior Cloud 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. They are the go-to person for any technical challenge raised by the Team.

If you are passionate about working with smart teams and providing high-quality service to the world’s largest customers this role could be perfect for you! We are looking for customer champions who drive alignment and impact across product and operations teams.

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 our Small, Medium and Enterprise Business customers, using Atlassian Cloud 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.
  • Deep understanding of TCP/IP, SSL/TLS, CDN, Browser/Dev Tools, HTTP, Mail, Database Queries and Java Source
  • Strong database skills, with the expertise to write and update SQL queries with ease
  • Deep understanding of SSO, SAML, LDAP, Active Directory, SSL, etc
  • Experience with Splunk
  • Experience with APIs and REST calls
  • Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and mentoring your team
  • Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills.
  • Excellent communication skills, possessing the ability to support customers over email, phone or screen-shares
  • Really want to win us over? You can tell us about your experience using Jira, Confluence and Atlassian Access.
  • 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.
  • Help develop the team by conducting brown bags and delivering feedback.
  • 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
  • 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.
  • Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.
  • 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.).
  • 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.

    More about our benefits

    Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

    More about Atlassian

    Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

    Additional Information

    We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

    Atlassian is committed to providing reasonable accommodations to all individuals participating in the application and interview process, and while performing job functions. Please note that you will have the opportunity to request accommodations at each stage of the assessment process. To request accommodations before scheduling an interview, please reach out to [email protected] and someone will follow up shortly.

    All your information will be kept confidential according to EEO guidelines.

    Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.