Cloud Senior Support Engineer

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.

We're looking for a Senior Technical Support Engineer to join our Cloud products support team with the goal of making our customers awesome. You will join a growing team of specialists improving our support capabilities, capacity, and quality for our customers in Japan.

You will be key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian, building a wide and loyal customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging, and solving across one-to-many Atlassian products. And, you will work in a development team with technical skills. As part of the team, you will receive onboarding training to make you a specialist in one or more of our products, system technologies, and network technologies.

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

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

• 2+ years of experience solving complex technical problems ;

• Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills;

• Proven ability de-escalating difficult situations with customers, while multi-tasking between tickets and mentoring your team;

• Strong interpersonal skills to effectively collaborate with a wide variety of people, from junior engineers to senior executives;

• Technical experiences ;

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

  • Experience with Web technologies such as DNS, HTTP, APIs and REST calls;

  • Familiarity with Cloud technologies such as AWS;

  • An understanding of Network terminologies, LAN, WAN, TCP/IP, OSI, NAT, DHCP, TLS/SSL, Routing Protocols;

• Fluent in Japanese speaking/writing and Business level English;

Preferred qualifications:

• Experience in understanding and supporting Java apps;

• Experience with Splunk is nice to have!

• The ability to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress, and next steps.

• Experience with Atlassian products is nice to have;

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.