Technical Support Engineer

Overview

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.

Responsibilities

The Support Engineer - Frontline isn’t just an ordinary Support Engineer role. As a Support Engineer you will provide multi-channel support, including via chat and email, to customers using Atlassian products. Your responsibilities will include 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 technical problem solving skills; and be someone who embraces challenges. The candidate must be able to work APAC 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.
• 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

Responsibilities:

• 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.
• 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.
• 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 - Atlassian Access, Atlassian Account, etc.
• Assist our APAC customers:
• From 4:30 AM to 1:30 PM IST shift

Technologies

• SQL, Web technologies , REST API & HTTP
  
  
  

Experience

• Must have 3-4 years of working experience interacting with customers along with excellent telephone and chat etiquette, strong verbal communication, and listening skills.
• Possess excellent diagnostic and troubleshooting skills, complemented by solid written communication abilities.
• A passion for providing legendary customer service to our Small and Medium-sized Business customers, using Atlassian Cloud products.
• We’re looking for individuals who can self-organize, adapt quickly, curious, resourceful, resilient, have fast learning ability, growth mindset, systems thinking, and a solution-based approach.
• Knowledge of SQL database skills, with the expertise to write and update SQL queries with ease
• An understanding of Network terminologies such as MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, and Routing Protocols (BGP, EIGRP, OSPF)
• Familiarity with Cloud technologies - experience with Atlassian Confluence is a plus
• Knowledge of Linux, Java Web Servers or Cloud technologies is a plus
• Experience with Splunk, APIs and REST calls is a plus
• You will be required to work flexibly on a fixed shift through weekends 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
  
  
  

Qualifications

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits

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 .