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Senior Support Engineer, On Prem

Atlassian

Atlassian

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

Senior Support Engineer, On Prem

Support | Remote, Americas | Remote, Remote | San Francisco, United States | Mountain View, United States or Remote | Full-Time

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The 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