Senior Support Engineer

Our Senior Support Engineers play a crucial role in providing advanced support and product expertise to our enterprise customers, whether they are transitioning from On-premise/Data Center Atlassian products to Atlassian Cloud or require technical support with our cloud products. These engineers improve the customer experience by troubleshooting and offer online and offline assistance by identifying, diagnosing, reproducing, and resolving technical issues in a timely manner.

• Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, root cause analysis, and transparency within and across teams

• Escalate issues in a timely manner according to Standard Operating Procedures

• Provide technical support through different channels (tickets, phone calls, and screen shares) with customers, jumping on calls as needed to provide updates

• Be the point person in handling escalations, using your soft skills and your knowledge as a subject matter expert, to help resolve issues for our customers

• Perform case reviews to identify trends and improvement areas, allowing you to develop action plans for support engineers

• Use your operational experience to identify trends, guide team tactics, and contribute to continuous improvement projects

• Understand customer use cases and advocate for their needs to influence feature requests and bug fixes

• Create and review knowledge-based articles, standard operating procedures and best practices, and documentation for both end-users and the global support team

• Ramp up quickly on new technologies and how to use them in a customer-facing environment

• Work with our diverse teams, sharing best practices, driving operational improvements, and living our Atlassian values

• Occasional weekend shift rotation required 

• Influence customer and/or local partner team to follow best practices and work directly with them to help migrate their Atlassian products from On-prem to Cloud

• Engage support teams across multiple regions and/or functions within Atlassian like Customer Success, Sales, Engineering for best outcomes towards the customer’s migration project

• Participate in release readiness activities

Experience:

• 4-8 years of customer-facing experience in support, escalation handling, software services, and/or system administration in an enterprise environment; preferably SaaS products

• 2+ years of experience in working with enterprise customers in a high touch model with excellent soft skills- supporting customers over multiple channels (ex: chat, email, phone, virtual meetings and screen-shares)

• Experience working in a high case volume environment and ability to prioritize and manage time, balancing multiple tasks with varying levels of priority and urgency

• Experience troubleshooting complex tickets, recommend solutions, identify and summarize root cause analysis, and using escalation channels

• Experience in server to cloud migrations (“nice to have”)

Technical Skills:

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

• Experience with various operating systems (Linux, Windows) and has command line knowledge

• Experience with APIs and REST calls

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

• Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP

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

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

• Experience understanding and supporting Java apps

• Experience working with log searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools like Splunk.

• Nice to have:

  • Experience writing, reviewing and/or modifying scripts (Python, Bash/Shell, etc.)

  • Familiarity with Jira and Confluence products

  • Familiarity with Cloud technologies, AWS will be a plus.

Soft Skills:

• Solve complex tickets, summarize cause, recommend solutions and then escalate if needed

• Exceptional soft skills, both internal and external communications (online and offline via phone, meetings)

• Demonstrate ability to de-escalate difficult situations with customers

• Strong analytical skills, ability to tackle problems, learn new technologies, and enthusiasm to continually evolve as a technical expert for multiple Atlassian products

• Exhibit strong team-oriented interpersonal and collaboration skills to effectively work with a wide variety of people and roles

• Respect for the value of teamwork, able to collaborate with the entire team

Language:

• Must be fluent in both Korean and English (verbal & written)

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.