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Senior Support Engineer - Cloud Migrations



Customer Service
Bengaluru, Karnataka, India · Remote
Posted on Friday, June 14, 2024

Enterprise Support Engineer – Cloud Migrations

Support | Bengaluru, India | Remote, Remote | Full-Time

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Working at Atlassian Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Our office is in Bengaluru, but we offer flexibility for eligible candidates to work remotely across India. Whatever your preference—working from home, an office, or in between— you can choose the place that's best for your work and your lifestyle.

If you love solving tech problems, enjoy working with all types of customers from around the world and love variety, this job has it all in spades. Atlassian is a growing software development company, and the Support team is expanding to allow it to grow with the business.

Our Enterprise Support Engineers improve our customers' experience with our products, through advanced troubleshooting and helping our global team of engineers solve our more difficult problems. We're looking for engineers with a degree of empathy for the customer experience. As an Enterprise Support Engineer, you should demonstrate the ability to mentor other support engineers to grow their technical and troubleshooting skills.

Our Enterprise Support Engineers for Cloud Migrations hit that sweet spot between a technical and customer-facing role, and focus on providing advanced support and product expertise to our largest customers who are on their migration journey from their On-premise Atlassian products to Atlassian Cloud.

You will report to the Manager of the Cloud Migrations Support team. You will participate in customer-facing calls communicating progress updates, action plans to migration blockers, run-books and production migration execution. You will partner with cloud migrations manager, product and engineering teams to deliver an awesome migration experience to our customers and provide insights to product team on making our Migration tooling and customer experience better.

Your future team

The Enterprise Support Engineer is a part of our Enterprise team, which is passionate about providing advanced support and product expertise to our largest customers. You will promote working on our most meaningful customer accounts and working with global Atlassian team members. You will join a growing team of specialists, improving our support capabilities, capacity, and quality for our largest customers.

  • Work directly with Atlassian customers and partners to help migrate their Atlassian products from On-prem to Cloud

  • Jumping on to calls with customers to provide updates on migration.

  • Engage support teams across multiple regions and/or cross functions within Atlassian like CSM , EA’s, Devs for best outcomes towards the customer’s migration project

  • Ability to influence customer and/or partner team to follow best practices for a successful migration

  • Contribute to the creation and review of knowledge articles

  • Participate in release readiness activities

  • 8+ years of experience in support, software services, and/or system administration for a large end-user community

  • 2+ years of experience in working with enterprise customers in a high-touch model

  • Strong database skills, with the expertise to write and update SQL queries with ease

  • Strong expertise to write, review or modify Scripts (Python, bash/shell)

  • Deep understanding of SSO, SAML, LDAP, Active Directory, SSL, etc

  • Experience with Splunk

  • Experience with APIs and REST calls

  • Worked with various operating systems, such as Linux, Unix, and Windows.

  • Proven knowledge of networks

  • Experience supporting Java, especially the JVM components

  • Strong analytical skills, ability to tackle problems, learn new technologies, and enthusiasm to continually evolve as a technical expert

  • Experience working in an Enterprise environment or with Enterprise customers

  • Exhibit strong team-oriented interpersonal skills and the ability to effectively work with a wide variety of people and roles

  • Experience in server to cloud migrations an added advantage