Support Engineer at Atlassian

| 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
Here at Atlassian, we help teams turn ideas into reality with our world-class collaboration tools. Atlassian Support Engineers work directly with our customers to help unlock the potential in teams around the globe by troubleshooting, debugging, and answering questions about our products to ensure that we always deliver a best-in-class service.
This isn't your ordinary Support Engineer role. If you love solving the deepest and most challenging tech problems, enjoy working with all types of customers from around the world (startups to Fortune 500 corporations), and love variety, this could be the perfect role for you!
On your first day, we'll expect you to have:
  • 2-4 years of customer-facing experience in technical product support or system administration roles.
  • An understanding of basic network functions, standards, and protocols.
  • A familiarity with browser dev tools and how to perform HAR file analysis.
  • A good working knowledge of databases and SQL.
  • Experience in understanding and supporting Java apps.
  • In-depth operating system knowledge (e.g. Windows and/or Linux)
  • High respect for the value of teamwork, able to contribute to the entire group.
  • The mindset of a self-starter, being self-motivated to achieve or exceed customer expectations.
  • Aptitude for learning new technologies and how to utilize them in a customer-facing environment.
  • Demonstrated ability to detect and diagnose complex technical issues effectively and efficiently.
  • Excellent customer service and support skills such as active listening, good verbal and written communication, possessing the ability to support customers across multiple channels.
  • A strong degree of empathy for the customer experience.
  • Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency.

In this role you will:
  • Provide Atlassian's legendary technical support through professional written and verbal communication with customers in various types of roles while building positive customer relationships.
  • Resolve customer issues using troubleshooting best practices, validation, and root cause analysis.
  • Understand customer use cases and advocate for their needs to influence feature requests and bug fixes.
  • Leverage internal technical expertise - including peers, mentors, knowledge base, community forums, and other tools - to provide the most effective solutions to customer issues.
  • Create and curate knowledge-base articles, SOP's, practices, and documentation for both end-users and the global support team.
  • Work collaboratively with our diverse teams and share best practices in accordance with Atlassian values.

Added bonus if you have:
  • Experience administrating an Atlassian product.
  • Basic knowledge of SSL and experience with certificate troubleshooting.
  • Basic knowledge of LDAP.
  • Knowledge of SSO and SAML.
  • Knowledge of AWS.
  • Experience using Docker or virtualized environments.
  • Experience and/or familiarity with JVMs.
  • Experience analyzing Java thread dumps, heap dumps, GC logs etc.
  • Experience in Database configuration and administration

More about our team
The Support team is growing by leaps and bounds to keep up with the rapid pace of Atlassian customers (this is a good problem to have). With this increase, stellar customer service and satisfaction remains our number one goal and supporting that in all ways possible.
Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and is all about providing legendary service to our customers. We work hard and pitch in when issues arise, but we never forget to have fun and celebrate our successes. When problems seem the hardest we are at our best, pushing harder for the root cause and a solution. We all enjoy the interactions with customers, problem-solving, digging into complex issues, and actively championing for customers within Atlassian.
We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian 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.
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
    • MongoDBDatabases
    • MySQLDatabases
    • 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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