Cloud Senior Support Engineer, Halp at Atlassian (Austin, TX or Remote)

| Austin | Remote
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Atlassian can hire people in any country where we have a legal entity, assuming candidates have eligible working rights and a sufficient timezone overlap with their team. As our offices re-open, Atlassians can choose to work remotely or return to an office, unless it's necessary for the role to be performed in the office. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Job description
This isn't your ordinary Support Engineer role. If you love solving complex and challenging technical 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. We're on the lookout for Technical Support Engineers to join a team that is serious about pursuing one goal: improving the customer experience with our products!
This role will provide technical support for Halp. Halp impacts hundreds of thousands of employees at future-thinking companies like Slack, Pinterest, and Fastly. It is used to dramatically reduce ticket resolution times, increase user satisfaction, and amplify productivity.
Are you the go-to person for technical support when nobody else knows what to do? Do you have relationships with customers where they ask for you by name? Then this could be the job for you!
Does this sound like you?
  • You want to be a part of something big. You want to be the one who helps customers customize and configure their Atlassian solution(s). You want to be the one to find that misconfiguration and to help customers understand how to get the most out of their Atlassian investment. You're excited about working on a small, scrappy team within Atlassian (Halp is one of our most recent startup acquisitions!). If those things appeal to you, then this could be the job for you.
  • Still reading? Then we ask that you have 4+ years of experience either in a technical support role, or technical customer-facing position. It's a bonus if that role was in a SaaS environment.
  • You have experience working in and configuring Jira.
  • You'll thrive in this role if you have strong written communication skills and technical writing chops. Do you love problem-solving and naturally empathize with others? That's a plus!
  • You enjoy and are comfortable talking to customers and working directly with engineering to troubleshoot support requests. The thought of rooting out the gnarly problems energizes you instead of exhausts you!
  • You feel comfortable assisting clients with security calls and questionnaires (for example, you can answer questions about a product's encryption standards or data residency)
  • Experience reading some of the following: JavaScript, React, Node.js , TypeScript, GraphQL.
  • Experience with querying databases and reading application logs (MongoDB, Splunk)

What will you do?
  • You will function as an intermediary between our customers and our product/engineering team. You will triage technical support tickets for anything from technical implementation questions to code inspection, replicating issues, reproducing bugs, and testing.
  • You will troubleshoot customers Halp integrations with systems like Slack, Jira, Zendesk, Microsoft Teams and many others.
  • You will apply your customer focused and technical chops to translate engineering-jargon into customer-friendly language.
  • This role resides in our support team, but you'll be the technical connection between customers and our product teams. You will be expected to collaborate with product, engineering, and operations to find solutions and advocate for customer needs.
  • Assist our sales team with security questionnaires and calls, answering potential client's questions on our web systems, security, and networks.
  • You will also be able to work on engineering projects to build internal support and sales tools. If you're up to it, you can even find and fix core product bugs.

More About the Role:
  • Provide exceptional customer support for technical issues through tickets and chats while building positive customer relationships.
  • Work across both the Support, Engineering, and Sales Teams.
  • Identify, prioritize, and track issues to ensure timely resolution and escalations, when needed.
  • Review code base, replicate and test issues, and communicate issue resolution in customer-friendly terms.
  • Provide Jira expertise to help customers troubleshoot integration issues.
  • Collaborate with the engineering team to troubleshoot potential bugs and when appropriate, advocate for customer needs to help influence feature requests and bug fixes.
  • Contribute to Halp documentation, a growing knowledge base, the Atlassian User Community, etc.

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.
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 .
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

Location

Atlassian believes the future of work is distributed and offers our people the flexibility to help them do what’s important to them. And with few exceptions, we hire people anywhere we have a legal entity as long as they have eligible work rights and sufficient team time zone overlap.

An Insider's view of Atlassian

What's something quirky about your company?

Atlassian creates a culture that sees and understands employees as humans. We take time to celebrate how weird we all are, and it shows in the work we do.

Kesha

Product Marketing Manager

What is your vision for the company?

As the world gets eaten be software, Atlassian plays a foundational role: how do we help knowledge leaders articulate how business operates today? How do we engage 'visioneers' to help reimagine an analog process into something digital? And how do we ensure that we enable developers to be as productive and effective as possible?

Noah Wasmer

Head of Tech Teams

What are Atlassian Perks + Benefits

Atlassian Benefits Overview

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, five paid volunteer days a year for your favorite cause, plenty of food and drinks, ergonomic workstations, employer-paid insurance coverage for you and your family, pension and more.

We're a global company and each of our office locations also has its own unique perks and benefits. Some of our benefits vary slightly by location.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

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