Posted about 1 year ago
If you are passionate about working with smart teams and passionate about providing high-quality service to the world's largest customers this role could be perfect for you. We are looking for customer champion who drives alignment and impact across product and operations teams. You are focused on improving broader customer experience and having a visible global impact on process, product and team.
You will be a part of our Enterprise Support team, which is focused on providing advanced support and product expertise to our largest customers. In this role, you will be a lead level III support engineer working on our most important customer accounts. You will work with other team members in Atlassian offices around the globe. You will be part of a growing team of specialists improving our support capabilities, capacity, and quality for our largest and most sophisticated customers.
You will be a key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian, and creating a wide and loyal customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging and troubleshooting across one-to-many Atlassian products. As part of the team, you will receive on-boarding training to make you a specialist in one or more of our products, system technologies, and network technologies. You will lead and participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details. You will be part of a team ensuring we have customers for life. If this sounds interesting to you, apply and become part of our global team of engineers practicing a follow-the-sun methodology with our other offices around the world to deliver the best support possible for our high-priority customers.
8+ years of experience in support, software services, and/or system administration for a large end-user community
Deep understanding of operating systems (e.g. Linux, OS X, and/or Windows)
Experience being Subject Matter Expert in multiple Atlassian products
Proactively identify knowledge opportunities when new technologies are included in the stack and multiplies the knowledge within the team (Synchrony, AWS, Azure)
Be a coach to others on how to perform strong technical, soft skill, and behavioral interviews.
Be a coach with how to present clear interview feedback for technical, soft skills, and Enterprise Support characteristics in both debriefs and write-ups
Able to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress and next steps
Ability to problem solve complex tickets, summarize root cause, recommend solutions and then escalate when appropriate
Act as a customer champion by being the voice of the customer Check communication channels to stay on top of and communicate effectively and proactively with the company or team updates
Be the example that continues to drive until root cause is established with clear plans to resolve the customer issues.
Assist your global teammates in driving long-running tickets in your areas of expertise to resolution.
Challenges others to provide and dig into context and rise to tough occasions.
Deep understanding of networks and relevant technologies, including proxies, load balancers, LDAP, Active Directory, SSL, etc.
Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, JBoss, etc.)
Experience with SQL databases
Experience in escalation handling
Experience in working with enterprise customers
More about our benefits
Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.
More about Atlassian
Software is changing the world, and were at the center of it all. With a customer list that reads like a who's who in tech, and a highly disruptive business model, were advancing the art of team collaboration with products like Jira Software, Confluence, Bitbucket, and Trello. Driven by honest values, an amazing culture, and consistent revenue growth, were out to unleash the potential of every team. From Amsterdam and Austin to Sydney and San Francisco, were looking for people who are powered by passion and eager to do the best work of their lives in a highly autonomous yet collaborative, no B.S. environment.
We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.