Posted about 1 year ago
Job Title: Support Engineer
Cloud Support - EMEA
The Support Engineer (Cloud EMEA) isnt just an ordinary Support Engineer role. Support Engineers at Atlassian are responsible for improving our customer's experience with our products, and includes taking ownership of customer issues reported and seeing problems through to resolution. The candidate must be able to work EMEA business hours and also during weekends to support business needs.
Provide support to Atlassian customers; including but not limited to Partners and Enterprise Support
Resolve customers issues via the telephone, email or Zoom session
Able to handle escalations with demanding customers at a technical and management level
Take an active role on business critical issues driving ownership through resolution
Identify product deficiencies and work with Senior Support Engineer to ensure defects are corrected in a timely manner
Create new knowledge base articles for reuse throughout our customer base and the technical support organisation
Works collaboratively with diverse global teams and drives inclusive work environments in accordance with Atlassian values
Change, Adaptability and Flexibility
Team and Collaborative Working
Logical, Vulnerable, Empathetic
Overall 2-5 years industry experience
Knowledge of SQL, Networking, Linux, Java Web Servers and knowledge in Cloud technologies.
Have understanding of Network terminologies MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, Routing Protocols(BGP, EIGRP, OSPF)
Excellent written and verbal communication
Experience in working 24x7 support operations and with teams across multiple locations.
Good communications and interpersonal skills
Familiarity with Jira and Confluence will be an added advantage
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.