Atlassian
Atlassian's software powers teams in every industry to collaborate, ideate, and innovate.
Austin, TX
Remote

Solutions Engineer, Customer Support Services

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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.
As a Senior Customer Support Services Solutions Engineer, you will increase the effectiveness of customer-facing teams by keeping critical support systems healthy, facilitating change, and representing the service perspective within development and program delivery teams. Solutions Engineers are assigned to specific programs within CSS to become subject matter experts and provide guidance to multiple stakeholder groups. You will be a key translator between development and operations, and use your sharp technical skills to configure existing platforms and tools for front-line staff. You will troubleshoot and problem-solve to accelerate program delivery and keep CSS teams running smoothly, and create documentation, scripts, reports, patches, and anything else that is needed to get the job done.
There are five key responsibility areas for the role:

  • System integration, troubleshooting, administration, and configuration including Atlassian products (Jira, Confluence, etc.), processing bugs and change requests, and building solutions in additional systems as needed (e.g. Workato, LaunchDarkly, AWS)
  • User documentation, including documentation for Jira workflows, release notes, and post-launch documentation for new features
  • Feature definition and requirements, including producing design artifacts and refining requirements to implementation level for development
  • Subject matter expertise in support systems and operations, including guidance and feedback for major organization-level programs and initiatives; organizing and conducting UAT; and designing and executing experiments
  • Triage of change requests and issues that are IT-dependent.


About you:

  • You value high-quality work with attention to detail and have a track record of delivering both. You combine curiosity, judgment, and drive, and like asking "why" to unravel a seemingly complex problem and get to the root cause. You engender a collaborative environment where teams work together to solve problems.
  • When you encounter a problem you come up with multiple solutions, weigh the tradeoffs and efforts, identify the best path forward, and exercise good judgment to drive ahead. You have experience in change management and turning information and questions into action. You're comfortable interacting with people across all levels of an organization and can field questions during a presentation like a pro.
  • You can quickly learn and be impactful in new areas to keep pace with our rapid growth and evolution. You can take an ambiguous assignment and deliver value quickly. You employ multiple tools, methods, and techniques to get things done.


On your first day, we'll expect you to have:

  • 5 years of experience gathering, consulting, and writing technical requirements and/or user documentation
  • 5 years of software system administration experience (e.g. Atlassian products, Salesforce, NetSuite)
  • 2 years of experience in a technical support or similar role
  • Experience with the software development lifecycle and writing code in Bash, Python, JavaScript, or other modern scripting/programming languages; writing and running database queries; troubleshooting complex software systems
  • Total 7 + years of related experience


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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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
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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