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Support Engineer - Access

Atlassian

Atlassian

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

Support Engineer - Access

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

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The Support Engineer - Frontline (Cloud EMEA) isn’t just an ordinary Support Engineer role. As a Support Engineer you will provide multi-channel support, including via chat and email, to customers using Atlassian products. Your responsibilities will include 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 be flexible to assist during weekends as needed to support business needs.

What’s in it for you?

  • The entire Atlassian team has created a unique business environment -- one of energy, creativity, and collaboration.

  • The atmosphere is fun, casual, and inviting, in keeping with Atlassian's roots as a successful entrepreneurial start up.

  • We are guided in our efforts by a strong set of corporate values:

    • Open Company, no bullshit

    • Play, as a team

    • Build with heart & balance

    • Be the change you seek

    • Don’t #@!% the customer


  • Be responsible for resolving customer configuration issues and responding to customer questions reported by email & chat, ensuring all processes and agreed upon standards are followed.

  • Leverage your experience and operational know-how to not only identify gaps and opportunities but also to suggest potential solutions

  • You will drive collaborative discussions within the Team, challenge thought processes, and encourage peers to see them through.

  • Ensure that customers have a positive experience with Atlassian Cloud products.

  • Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.

  • You will provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners and others regarding how to properly implement any of these Atlassian Cloud products - Confluence Cloud or Atlassian Access

  • Work in EMEA hours (12:00 PM to 09:00 PM IST)


Technologies

  • Web technologies, REST API & HTTP

  • SQL

Experience

  • Must have 3-4 years of working experience interacting with customers along with excellent telephone and chat etiquette, strong verbal communication, and listening skills.

  • Possess excellent diagnostic and troubleshooting skills, complemented by solid written communication abilities.

  • A passion for providing legendary customer service to our Small and Medium-sized Business customers, using Atlassian Cloud products.

  • We’re looking for individuals who can self-organize, adapt quickly, curious, resourceful, resilient, have fast learning ability, growth mindset, systems thinking, and a solution-based approach.

  • Have understanding of Network terminologies MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, Routing Protocols(BGP, EIGRP, OSPF)

  • Work with APIs, REST payloads, REST endpoints, or 3rd party products to make recommendations to resolve customer issues.

  • Knowledge of SQL, Linux, Java Web Servers or Cloud technologies is a plus

  • Nice to have basic experience, if any:

    • Understanding of OAuth based authentication, SSL, etc

    • Understanding of other authentication technology and services (SSO, IdPs, SAML, Oauth)

  • You will be required to work flexibly on a fixed shift through weekends to meet the needs of our customers

  • You may be required to pivot focus towards a dedicated support channel (i.e. Chat) to meet the needs of our customers