Cloud Technical Support Engineer, EMEA

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.

Our Cloud Small & Medium Businesses (SMB) support team is passionate about providing support and product expertise to our Standard and Premium customers. You will be part of a team of engineers improving our support capabilities and quality for our Cloud customers. You will be a champion in isolating, diagnosing, reproducing, and fixing technical issues in a timely manner. We’re also looking for your expertise to help cover our EMEA customers while also covering some weekends as needed to support business needs.

More about the team

The Support team is growing by leaps and bounds to keep up with the rapid pace of Atlassian customers (this is a good problem to have). With this increase, stellar customer service and satisfaction remain our number one goal, and supporting that in all ways possible. We continually work on projects and collaborate within our group to streamline processes and make it easier for users to have a great support experience with Atlassian. Our team works hard and pitches in when issues arise, but we never forget to have fun and celebrate our successes. Even when difficult problems arise (of course they always do in Support), we're pretty sure you’ll be excited about coming to Atlassian every day to do this job and to work on this team.
To learn more about working with the Support Team at Atlassian, check out our Support Team page!

In the role you will:

• Be responsible for resolving customer configuration issues and responding to customer questions.

• Leverage your experience and operational know-how to not only identify gaps and opportunities but also to suggest potential solutions

• You will drive collaborative discussions within the Team, challenge thought processes, and encourage peers to see them through.

• Ensure that customers have a positive experience with Atlassian Cloud products.

• Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.

• Work with APIs, REST payloads, REST endpoints, Atlassian product Integrations, and 3rd party products to make recommendations to resolve customer issues.

• You will provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners, and others regarding how to properly implement any of these Atlassian Cloud products - Jira Work Management, Jira Software, Confluence Cloud, or Jira Service Management.

• Periodically collaborate to develop and implement operational improvements. Also, you may have the opportunity to represent Atlassian at events (Technical conferences, Meetups, etc.).

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

• A passion for providing legendary service to our Small and Medium-sized Business customers, using Atlassian Cloud products.

• We’re looking for individuals who can self-organize, adapt quickly, be resourceful, resilient, have fast learning ability, a growth mindset, systems thinking, and a solution-based approach.

• The ability to diagnose and fix technical issues in a timely manner and help customers get the most out of their Atlassian investment with knowledge of various communication techniques (ticketing, chat, video).

• We ask that you have 3-4 years of working experience interacting with customers and good communication skills to back it up.

• You have familiarity with IT Operations, Application Support, Cloud technologies, operating systems, and SQL databases

• Good understanding of TCP/IP, SSL/TLS, CDN, Browser/Dev Tools, REST API/ HTTP, Mail, Database Queries, and Java Source

• You are comfortable using the command line.

• Really want to win us over? You can tell us about your experience using any of these cloud products - Confluence Cloud, Jira Work Management (formerly known as Jira Core), Jira Software, or Jira Service Management.

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.