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Senior Enterprise Support Engineer



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

Senior Enterprise Support Engineer

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

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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.

We are looking for customer champion who drives agreement and improvement across product and operations teams. You are focused on improving broader customer experience and having a visible global impact on process, product and team.

As part of our Enterprise Support team, you will focus on providing advanced support and product expertise to our largest customers and be a lead level III support engineer working on important customer accounts. You will work with other team members in Atlassian offices globally. You will be part of a growing team of specialists improving our support capabilities, capacity, and quality for our largest customers. You will report to the Manager of the Enterprise support team, and perform root cause analysis, debugging and troubleshooting across one-to-many Atlassian products. You will participate in customer-facing calls communicating progress updates, action plans, and resolution details.

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

  • Experience with operating systems (e.g. Linux, OS X, and Windows)

  • Experience being Subject Matter Expert in multiple Atlassian products Identify knowledge opportunities when new technologies are included and multiply the knowledge within the team (Synchrony, AWS, Azure)

  • Be a coach to others on how to perform technical, soft skill, and behavioural interviews.

  • Be a coach with how to present clear interview feedback for technical, soft skills, and Enterprise Support characteristics in both debriefs and write-ups

  • Communicate as the internal expert with customers at an executive level on in-depth technical details, progress and next steps

  • Solve complex tickets, summarise cause, recommend solutions and then escalate

  • Be the customer champion by being the voice of the customer

  • Assist your global teammates in driving long-running tickets in your areas of expertise to resolution.

  • Challenge others to provide and dig into context and rise to tough occasions.

  • Experience with networks and technologies, including proxies, load balancers, LDAP, Active Directory, SSL.

  • Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, J Boss,) Experience with SQL databases

  • Experience in escalation handling Experience working with enterprise customers