Senior Support Engineer, On Prem
Atlassian
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Support | Remote, Americas | Remote, Remote | San Francisco, United States | Mountain View, United States or Remote | Full-Time
Apply for this jobThe Jira On Prem Support team is dedicated to delivering support and product expertise to our Priority customers. If you have a passion for resolving complex technical issues, engaging with diverse customers ranging from startups to Fortune 500 corporations, and thrive in a dynamic environment, then this role is well-suited for you.
Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $120,500 - $150,300
Zone B: $108,500 - $135,300
Zone C: $100,000 - $124,700
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
You will be joining as an Atlassian Senior Support Engineer, and play a crucial role in enhancing our customers' interactions by providing advanced troubleshooting and assisting our global team in solving intricate challenges.
Use professional written and verbal communications to customer base to resolve application issues
Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
Ability to explain the why behind issues and guide the customer to resolution with logic and context
Creation and curation of knowledge-base articles and documentation to help customers help themselves
Customer escalation support
Evaluate active tickets, prioritizing workload, and monitoring queue health
Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
Advocate for our customers, influence product direction through customer feedback
Develop into a highly skilled support engineer with subject matter expertise in all types of technologies across the Atlassian stack
5+ years experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience
Experience and/or familiarity with JVMs
In-depth operating system knowledge (e.g. Windows and/or Linux)
Familiarity with database concepts (e.g., Oracle, SQL Server or Postgres)
Well rounded experience with 1 or more application servers (e.g. Tomcat, Apache, IIS, NGINX etc.)
Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)
Strong degree of empathy for the customer experience
Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and potentially mentoring your team
Demonstrated ability to help other support engineers to grow their technical and troubleshooting skills
Excellent communication skills, possessing the ability to support customers over email, or screen-shares
Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior executives
Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
Ability to work 9:00AM - 6:00PM PDT/PST and occasional weekend shift rotation
This job is no longer accepting applications
See open jobs at Atlassian.See open jobs similar to "Senior Support Engineer, On Prem" Accel.