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Support Engineer 2

Atlassian

Atlassian

Customer Service
Oregon, USA · Remote
Posted on Friday, June 14, 2024

Support Engineer 2

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

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Our Cloud support team is highly passionate about providing support and product expertise to our Standard and Premium customers.
As a Support Engineer, you will be providing support to customers through chat and by isolating, diagnosing, reproducing, and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. The candidate must be able to work EMEA business hours and also during weekends to support business needs.


  • Responsible for delivering world-class customer support experience through CHAT as the medium of support, with Atlassian

  • Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams

  • Escalate issues in a timely manner according to Standard Operating Procedures

  • Create new knowledge base articles to capture new learning’s for reuse throughout the organization.

  • Participate in technical communications within the Technical Support team to share best practices and learn about new technologies

  • Focus on an area of technical specialization and attend technical training.

Competencies

  • Customer Orientation

  • Effective communication

  • Adaptability

  • Team and Collaborative Working

  • Learning aptitude


Experience

  • 3-5 years of experience in Technical Support, Software Services, and/or system administration for a large end-user community, preferably SaaS products.

  • Has supported customers over chat, email, phone, and screen-shares.

  • Experience working in a high case volume environment and ability to prioritize.

Must-Have Skills:

  • Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.

  • Experience working with log searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools.

  • Experience with APIs and REST calls.

  • Front-end troubleshooting skills and an understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.

Good to Have Skills:

  • Usage of Browser dev tools, HAR File analysis, Splunk.

  • Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.

  • Experience working in a Linux environment.

  • Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP

  • Familiarity with Cloud technologies, AWS will be a plus.

  • Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.

To learn more about working with the Support Team at Atlassian, check out our Support Team page!