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Senior Cloud Technical Support Engineer

Atlassian

Atlassian

IT, Customer Service
Sydney, NSW, Australia · Remote
Posted on Tuesday, June 25, 2024

Senior Cloud Technical Support Engineer

Support | Sydney, Australia | Remote, Remote |

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Working at Atlassian

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.


Overview

Our Support Engineering teams practice a follow-the-sun methodology. Atlassian supports remote or hybrid work in our Sydney office. We’re able to hire eligible candidates for this role who are based anywhere in Australia.

Your Future Team
The work we do in Customer Support Services (CSS) is a mixture of a customer focus, technical prowess, and deep listening. Our goal is to create customers for life through honest conversations, openness, and responsive problem-solving. We're often the first team a customer interacts with, so we look for solution focussed people with the drive to push the Atlassian experience forward, unleashing every customers' potential and help teams turn ideas into reality with our extraordinary collaboration tools.

Responsibilities

What you'll do

  • Reporting to the Support Manager, you’ll perform troubleshooting, debugging and root cause analysis for Atlassian’s Cloud-based web applications based on a micro-services architecture

  • Take the lead in communicating and troubleshooting with customers through various channels to investigate their concerns, provide regular progress updates, share action plans and details on the resolution

  • Execute with a solution-focussed mindset and technical expertise, collaborate to unblock and supplement knowledge gaps to move issues forward

  • Bring new and improved support approaches to Atlassian and be recognised as a knowledge multiplier, uplifting our teams technical skill

  • Be an advocate for customers by understanding their use cases and identifying trends to influence feature requests and bug fixes

Qualifications

Your background

  • Typically 6 - 8+ years experience as an Application Support Engineer, Cloud Support Engineer, TAM or similar role in customer-facing environments

  • Intermediate to advanced level of troubleshooting skills across technologies including REST API, Browser Devtools, SQL and Splunk queries, SSL/TLS, SSO/SAML, Java Logs and Networking

  • Demonstrated ability to exceed customer expectations displaying a high degree of empathy and curiosity whilst diagnosing complex technical issues using communication modalities such as phone, screen share and live chat

  • Motivation to enhance team collaboration and embrace group contribution with a passion for learning new technologies and how to utilise them in a customer-facing environment

  • Enthusiasm in leading continuous improvement initiatives that enhance team performance metrics, efficiencies, customer outcomes and capabilities


Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.