Premier Support Engineer, Cloud (Austin, TX or Remote)

| Austin | Remote
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Working at Atlassian
Atlassian 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.
Job description
We are hiring for multiple Senior level Support Engineering roles to work on our Cloud products and you will report to a Cloud Support Manager. These roles are focused on providing advanced support and product expertise to our largest customer accounts and working with global Atlassian team members. You will join a growing team of specialists focused on improving our support capabilities, capacity, and the quality of the customer support experience.
Hours: 10a-7p CST.
More about you
You will be important for providing a quality experience, bringing new and improved support methodologies to Atlassian, and building a wide and loyal customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging, and solving across one-to-many Atlassian products. As part of the team, you will receive onboarding training to make you a specialist in one or more of our products, system technologies, and network technologies. You will lead customer-facing calls communicating progress updates, action plans, and resolution details. You will be part of a team ensuring we have customers for life.
Are you passionate about collaborating with knowledgeable teams and about providing high-quality service to the world's largest customers? If so, this role could be perfect for you. Apply and become part of our global team of engineers practicing a follow-the-sun methodology with our other offices around the world to provide the best support possible for our high-priority customers.
On your first day, for all of our senior level support roles, we'll expect you to have:
  • 4+ years of experience in support, software services, or system administration for a large end-user community
  • Demonstrate customer empathy
  • Strong troubleshooting methodology
  • Understanding of networks and technologies, including proxies, load balancers, LDAP, Active Directory, SSL, etc.
  • Experience with SQL databases
  • Experience troubleshooting API's
  • Troubleshooting experience of SSL/TLS
  • Experience troubleshooting Java applications
  • Experience with Browser DevTools, HAR files, JavaScript, and Console errors
  • Experience working with enterprise customers is a plus
  • Be able to work the hours of 10-7 CST

More about our team
The team is filled with customer-focused individuals that champion and support industry-leading products used by a growing list of 85K customers globally. We challenge one another every day and hold ourselves accountable for our work, and our customer's overall success. We all enjoy the interactions with customers, problem-solving, digging into complex issues, and advocating for for customers within Atlassian. We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. We are at our best when problems seem the hardest, pushing to identify root causes and solutions. We feel that through our roles we can positively help millions of end-users and their experience with Atlassian products. We are open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and all about providing legendary service to our customers.
To learn more about working with the Support Team at Atlassian, check out our Support page!
For a breakdown of our Enterprise Services and Support groups, here's more information!
#LI-GS1
Our perks & benefits
To 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 Atlassian
The 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 .
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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
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    • PhotoshopDesign
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    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
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    • 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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