Senior Technical Support Engineer, Confluence Cloud

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.