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Senior Premier Support Engineer Jira

Atlassian

Atlassian

Customer Service
Oregon, USA · Remote
Posted on Saturday, June 22, 2024

Senior Support Engineering, Premier On Prem

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

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The Premier Support Engineer is apart of our Enterprise Support team, which is focused on providing advanced support and product expertise to our largest customers. This role is a support engineer working on our most important customer accounts and working with global Atlassian team members. You will join a growing team of specialists improving our support capabilities, capacity, and quality for our largest and most sophisticated customers.

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: $147,600 - $159,900

Zone B: $132,900 - $144,000

Zone C: $122,600 - $132,800

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 a key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian, and building a wide and loyal customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging and solving across one-to-many Atlassian products. As part of the team, you will receive on-boarding training to make you a specialist in one or more of our products, system technologies, and network technologies. You will lead and participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details. You will be part of a team ensuring we have customers for life.

Are you passionate about collaborating with knowledgeable teams and about providing high-quality service to the world's largest customers? If so, this role could be perfect for you. Apply and become part of our global team of engineers practicing a follow-the-sun methodology with our other offices around the world to deliver the best support possible for our high-priority customers.


  • 5+ years of experience in support, software services, and/or system administration for a large end-user community;

  • Deep understanding of operating systems (e.g. Linux, OS X, and/or Windows);

  • Deep understanding of networks and relevant technologies, including proxies, load balancers, LDAP, Active Directory, SSL, etc.;

  • Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, JBoss, etc.);

  • Experience with SQL databases;

  • Experience in critical issue handling;

  • Technology driven;

  • JIra experience is a plus

  • Experience analyzing thread and heap dumps

  • Experience in working with enterprise customers

  • Must be open to occasional weekends

  • Must be able to work 9:00AM - 6:00PM PDT/PST