Associate Support Engineer - Confluence/Guard

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.

The Associate Support Engineer (Cloud EMEA) isn’t just an ordinary Support role. As an Associate Support Engineer you will provide multi-channel support, including via chat and email, to customers using Atlassian products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and problem solving skills; and be someone who embraces challenges. The candidate must be able to work EMEA business hours and also be flexible to assist during weekends as needed to support business needs.

What’s in it for you?

• The entire Atlassian team has created a unique business environment -- one of Energy, Creativity, and Collaboration.

• The atmosphere is fun, casual, and inviting, in keeping with Atlassian's roots as a successful entrepreneurial start up.

• A good transition for you, if you want to pivot & grow in the technical support world.

• We are guided in our efforts by a strong set of corporate values:

  • Open Company, no bullshit

  • Play, as a team

  • Build with heart & balance

  • Be the change you seek

  • Don’t #@!% the customer

• Be responsible for resolving customer configuration issues and responding to customer questions reported by email & chat, ensuring all processes and agreed upon standards are followed.

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

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

• Contribute to our Product knowledge through Knowledge base articles and our Standard Operating Procedures (SOPs), helping us stay current on case management content

• Work in a 12:30 PM to 9:30 PM IST shift

• Overall 1+ years of customer or support facing industry experience

• Have an understanding of Operating Systems, Database, Networking Concepts and Cloud Computing

• Knowledge of SQL, Networking, Linux, Java Web Servers or knowledge in Cloud technologies will be an added advantage

• We’re looking for individuals who have a customer centric mindset, can adapt quickly, are curious, resilient, have quick learning ability, growth mindset, and a solution-based approach inline with Atlassian’s Core values.

• Fluent written and verbal communication skills in English.

• Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations

• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.

• Logical approach to problem solving & strong troubleshooting experience

• Experience working with peers/teams across multiple locations in an added avantage.

• To have flexibility to cover a fixed shift through weekends on rotation basis to meet the needs of our customers

• You may be required to pivot focus towards a dedicated support channel (i.e. Chat) to meet the needs of 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.