Senior Support Engineer 1

• 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 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.

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

  • Good 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

  • 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.