Support Engineer, Ecosystem

Support | Sydney, Australia | 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, a part of being a distributed-first company.

Position overview

Do you love helping developers solve challenging technical problems? Do you enjoy working with all types of developers from around the world? In this position, you’ll empower a wide range of developers that build for the Atlassian Ecosystem, including some of our Marketplace and Strategic partners.

Our Developer Support Engineer role is a blend of technical and customer-facing engagements, where you provide support for our developer community (via Jira and online dev community) and help them to effectively build and manage new apps and integrations. In this role, you will be working across the Atlassian product suite, for both server and cloud hosting.

In this role, you will be:

• … working with Atlassian ecosystem developers and partners, helping them to build apps, customizations and migrate their apps from server to cloud and between different platforms (Connect to Forge)

• … the first line of defence in HOT incident management, including looping in relevant product teams and timely communicating the status of investigations to the developer community

• … partnering with relevant product and engineering teams internally to get help on the most complex cases

• … building monthly top driver reports equipping developer advocates with data insights to influence product teams

• … enhancing developer support processes

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

• At least 2+ years of experience in technical/developer support roles (where developers are the end-user) and/or as a system administrator for a large developer community

• Exceptional prioritization and organization skills, that allow you to work on multiple customer requests simultaneously

• Strong customer handling skills, with the ability to de-escalate difficult situations with customers/developers

• Exceptional soft skills, both internal and external communications via email, Slack and video conferencing

• Exhibit strong team-oriented interpersonal skills and the ability to work with a wide variety of people and roles effectively

• Strong analytical skills, logical decision-making skills, proven ability to tackle problems and grasp new technologies, and the enthusiasm to continually evolve as a technical expert

• Experience in scriptwriting (Python, JavaScript, Node, bash/shell)

• Experience in troubleshooting complex issues with browser developer tools and/or HAR files

• Strong understanding of the REST APIs and working with webhooks

• Basic knowledge of Identity providers (OAuth, JWT, SSO, SAML, LDAP, AD)

Bonus Points

• Experience with Atlassian’s suite of products

• Experience with SQL databases

• Experience in testing software applications (Exploratory Testing, Functional Testing etc.)

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.