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Senior Enterprise Support Engineer, Jira Align

Atlassian

Atlassian

Customer Service
Bengaluru, Karnataka, India · Remote
Posted on Wednesday, June 26, 2024

Senior Support Engineer

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

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Working at Atlassian

Atlassian can hire people in any country where we have a legal entity, assuming you have eligible working rights and a sufficient time zone overlap with your team. Interviews and onboarding are conducted virtually, as part of being a distributed-first company.

Our office is located in Bengaluru, but we offer eligible candidates the option to work remotely from anywhere in India. Whether you prefer working from home, in an office environment, or a combination of both, you can select the place that suits your work style and individual preferences.

If you are passionate about working with immensely curious teams and are energized by providing dedicated and outstanding service to the world's largest customers, this role could be destined for you. Consider joining our Strategic Accounts Support team, which is committed to providing advanced support and product expertise. In your role, you'll work with our largest customer accounts. You will work with your peers within Atlassian offices around the globe and report to a manager in India. You will enhance our growing team of experts to improve our support capabilities, capacity, and quality.

You will provide a quality experience, bring new and improved support methodologies to Atlassian, and build a wide and enthusiastic customer base for Atlassian products and brand. You will perform triage, root cause analysis, debugging, and troubleshooting within our Jira Align product. As part of the support team for round-the-clock coverage, you'll also participate in weekend staffing to guarantee uninterrupted support for our valued premier customers.

As part of the team, you will receive onboarding training to make you a specialist in system and network technologies. You will lead customer-facing calls and communicate progress updates, action plans, and resolution details. Your contribution will ensure that our customers are monstrously successful! If this sounds interesting to 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 provide the best support possible for our high-priority customers.


What you'll do

  • Wow Atlassian customers and partners by providing quality and timely support

  • Collaborate with other team members in Atlassian offices globally

  • Become one of our team of specialists improving our support capabilities, capacity, and quality for our largest and most sophisticated customers

  • Analyze, troubleshoot, and problem solve, while providing root cause analysis when required

  • Help shape and influence our support services and product capabilities

  • Engage directly with customers and be a critical partner for their adoption and growth


On your first day, we'll expect you to have:

  • Empathy for our customers and strong conversational skills

  • Kindness and integrity towards your peers, with a passion for sharing knowledge

  • Deep curiosity to seek out and resolve problems

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

  • Familiarity with various operating systems (Linux, OS X, and/or Windows)

  • Testing and/or development for web applications in a SaaS environment

  • Experience with SQL databases, Javascript, VBScript, REST APIs

It's excellent, but not required, if you have:

  • Experience with Scaling Agile methodologies (e.g. SAFe, Spotify, Value Engineering, Scrum@Scale, LeSS)

  • Experience with .NET and C#

  • Experience working with Atlassian products (Jira software certification is a huge bonus!)

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

  • VPN configuration (preferably with Amazon Web Services, Cisco firewall)

  • Debugging certificate-based mutual TLS and SSL authentication

  • SSO implementations (preferably with SAML 2.0, OAuth/OAuth 2.0)

  • Parsing JSON logs

  • Analyzing Apache HTTP Server and IIS logs

More about our team

Jira Align helps our customers connect business strategy to technical execution by making team-level data visible across their enterprise in real-time. By getting everyone on the same page to determine scope, roadmaps, and dependencies across teams and portfolios, it connects strategic investments to drive outcomes faster and more reliably.

The team is filled with customer-focused individuals that champion and support industry-leading products used by a growing list of 85K customers globally. We challenge one another every day and hold ourselves accountable for our work product, as well as our customer's overall success. We all enjoy the interactions with customers, problem-solving, digging into complex issues, and actively championing for customers within Atlassian. We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. We are at our best when problems seem the hardest, pushing to identify root causes and solutions. We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and all about providing legendary service to our customers.

Our perks & benefits

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.