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Senior Support Engineer, Jira Align



Customer Service
Sydney, NSW, Australia · Remote
Posted on Wednesday, June 26, 2024

Senior Support Engineer, Jira Align

Support | Sydney, Australia | Remote, Remote | Full-Time

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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 your region. 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 to the Atlassian products and brand. You will perform triage, root cause analysis, debugging, and troubleshooting within our Jira Align product. 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, 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 support

  • Collaborate with other team members in Atlassian offices globally

  • Improve our support capabilities, capacity, and quality for our large customers

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

  • Shape and influence our support services and product capabilities

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

Your background

  • Empathy for our customers and conversational skills

  • Kindness towards your peers, experience sharing knowledge

  • Deep curiosity to seek out and resolve problems

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

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

  • Testing or development for web applications in a SaaS environment

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

  • Bachelors of Science or equivalent professional experience

You might have these optional experiences

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

  • Splunk and Splunk Search Processing Language

  • .NET and C#

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

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

  • 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