P30 Cloud Technical Support Engineer

Support | Austin, United States | Remote, Remote | Full-Time

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 as part of being a distributed-first company.

Your Future Team

Our work in Customer Support Services (CSS) combines a customer focus, technical prowess, and deep listening. We aim to create lifelong customers through honest conversations, openness, and responsive problem-solving. We're often the first team a customer interacts with. We seek solution-focused people driven to push the Atlassian experience forward, unleashing every customer’s potential and helping teams turn ideas into reality with our extraordinary collaboration tools.

The Cloud SMB team impacts millions of end-users and their experience with Atlassian’s innovative Cloud products. We believe in providing our employees with ample opportunities to grow in a rapidly evolving field and bring together global talent from diverse backgrounds to deliver the best possible outcomes. We pride ourselves on staying ahead of emerging technologies, including AI, and fostering a supportive, fun, and friendly environment for our team members.

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.

• Communicate and troubleshoot with customers through various channels to investigate their concerns, provide regular progress updates, and share action plans and details on the resolution.

• Collaborate with peers to share knowledge, gain support, and conquer the most challenging technical cases.

• Advocate for customers by understanding their use cases and escalating trends to influence feature requests and bug fixes.

Your background

• Typically 2 > 5 years experience as an Application Support Engineer, Product Support Engineer, Cloud Engineer or similar role in customer-facing environments

• Sound level of knowledge 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

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

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: $46.97 - $58.56

Zone B: $42.26 - $52.69

Zone C: $38.99 - $48.61

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.

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.