Technical Support Engineer Cloud, EMEA

Your future team

The work we do in Customer Support Services (CSS) is a mixture of a customer focus and technical experience. Our goal is to create customers for life through honest conversations, openness, and responsive problem-solving. We're often the first team a customer works with, so we look for solution-focused people with the desire to push the Atlassian experience forward, unleashing every customer’s potential and helping teams turn ideas into reality with our extraordinary collaboration tools.

The Cloud SMB team impacts millions of end-users and their experience with Atlassian's Cloud products. We believe in providing our employees with ample opportunities to grow in an evolving field and bring together global talent from diverse backgrounds to deliver the best possible outcomes. We pride ourselves on staying ahead of the latest technologies including AI, and foster a supportive, fun, and friendly environment for our team members.

What you'll do

• Be responsible for resolving customer configuration issues and responding to customer questions.

• 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 using primarily Jira Software but also other Atlassian Cloud products.

• Understand customer use cases, perform troubleshooting, and advise 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 use Jira Software.

• Periodically collaborate on projects to develop and implement operational improvements.

Your background

• Typically +3 years experience as an Application Support Engineer, Product Support Engineer, Cloud Engineer or similar role in customer-facing environments

• Sound understanding of TCP/IP, SSL/TLS, CDN, Browser/Dev Tools, REST API/ HTTP, Mail, Database Queries and Java Source

• Familiarity with IT Operations, Application Support, Cloud technologies, operating systems and SQL databases

• Demonstrated ability to exceed customer expectations displaying a high degree of empathy and curiosity whilst diagnosing complex technical issues using communication modalities such as phone, screen share and live chat

• Ability to embrace team collaboration, sharing technical knowledge and learning new technologies that can be utilized to enhance the support we provide to our customers.

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.