Senior Support Engineer - Cloud Enterprise

Support | Gdańsk, Poland | 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.

This is a remote position. Our office is in Gdansk, but we offer
flexibility for eligible candidates to work remotely across Poland.
Whatever your preference - working from home, an office, or in between -
you can choose the place that's best for your work and your lifestyle.
If you are passionate about working with thriving teams and providing high-
quality service to the world's largest customers this role could be perfect for
you. We are looking for customer champions who drive alignment and
impact across product and operations teams. You are focused on improving
broader customer experience and having a visible global impact on
processes, products, and teams.

As Enterprise Support Engineer, you will own our largest and most
important customer issues. You will be a part of a global team that provides
24x7 support to help customers. When customers cannot resolve issues
themselves, you will perform triage, root cause analysis, debugging, and
troubleshooting across one-to-many Atlassian products. You will lead and
participate in customer-facing calls helping to communicate progress
updates, action plans, and resolution details.
You will be part of a team ensuring we have customers for life. If this
sounds interesting to you, apply and become part of our global team of
engineers practising a follow-the-sun methodology with our other offices
around the world to deliver the best support possible for our high-priority
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.

Responsibilities

• Own, troubleshoot, and solve complex customer technical issues
  through effective diagnosis, resolution, collaboration, and
  troubleshooting best practices. Maintains transparency within and
  across teams, and maintains updates on the case.

• Refer to internal databases or external resources to provide prompt and accurate resolution/feedback to customers.

• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customers' support experience. Experience in handling high visibility escalations.

• Understand customer issues and advocate for their needs proactively with cross-functional teams like Product Management or Software Engineering. Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions).

Qualifications

• Own, troubleshoot, and solve complex customer technical issues
  through effective diagnosis, resolution, collaboration, and
  troubleshooting best practices. Maintains transparency within and
  across teams, and maintains updates on the case.

• Refer to internal databases or external resources to provide prompt and accurate resolution/feedback to customers.

• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customers' support experience. Experience in handling high visibility escalations.

• Understand customer issues and advocate for their needs proactively with cross-functional teams like Product Management or Software Engineering. Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions).

Your background

• 8+ years of experience in technical support, software services, and/or system administration for a large end-user community.

• 3+ years of experience in working with Enterprise customers.

• A proven track record to de-escalate problematic situations with customers, working with executive levels, while multi-tasking between tickets, and mentoring your team.

• Experience supporting customers over email, phone, and video calls.

Essential skills

• Good experience with APIs and REST calls.

• Strong database skills, with the expertise to write and update SQL queries.

• Strong troubleshooting skills on Internet technologies like web-tech, email, networking, rest APIs, etc.

• Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis

• An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, TCP/IP, and identifying underlying network issues.

• Experience with Splunk, Experience understanding and supporting Java apps.

• Understanding of Identity terminologies (SSO, LDAP, Active Directory, Oauth).

• Familiarity with one or more of the scripting languages (Shell/Python etc.)

• Customer Focus & Adaptability

• Effective communication

• Team and Collaborative Working

• Process re-engineering with a Solution Mindset

• Learning Aptitude

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.