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Atlassian

Senior Support Engineer 1

Remote
SQL API Java
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Description

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 start up.

  • Be the primary contact for local escalation management for the expertise acquired within a product domain.

  • Senior Support Engineer owns Internal and Developer Escalations driving points of friction to resolution, making sure the customer experience is protected.

  • You use your operational experience to identify trends, bring team tactics and contribute to continuous improvement programs.

  • You are a role model of Atlassian values, shaping and inspiring people around them.

  • Provide technical leadership and mentoring for Support Engineers

  • Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis

  • Communication to customer base through necessary means to resolve application issues

  • Help replication and debugging of issues to verify product related bugs

  • Create and curate knowledge-base articles and documentation to help customers self serve

Technical Skills:

  • Web technologies / Networking

  • SQL

  • Cloud technologies

  • Authentication technology and services (SSO, IdPs, SAML, Oauth).

  • Authorization (access controls, roles, permission) models

  • Scripting / Linux

  • 7+ years of experience in Technical Support, Software Services, and system administration for a large end-user community

  • 2+ years of experience supporting Enterprise customers

  • Experience with database skills - any expertise to write and update SQL queries

  • Experience with OAuth based authentication, SSL and fair understanding of other authentication mechanisms such SSO/SAML.

  • Experience with APIs and REST calls.

  • An understanding of Network terminologies such as MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP & DNS.

  • Familiarity with Cloud technologies - experience with Atlassian Access and Confluence

  • Experience understanding and supporting Java apps, especially the JVM components

  • Track record deescalating difficult situations with customers, while between tickets and mentoring your team

  • Experience assisting/mentoring other support engineers to grow their technical and troubleshooting skills

  • Support customers over email, phone, and screen-shares.

Atlassian
Atlassian
Collaboration Enterprise Software SaaS Software

0 applies

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