Senior Support Engineer, Confluence


Location: Austin, Texas

Job Type: Full time


Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Job description
The Senior Enterprise Support Engineer is a part of our Premier and Priority Server Support team, which is focused on providing advanced support and product expertise to our largest customers. You will be a support engineer working on our most important customer accounts and working with global Atlassian team members. You will join a growing team of specialists improving our support capabilities, capacity, and quality for our largest and most complex customers.
Hours: 10:00 AM-7:00 PM or 11:00 AM-8:00 PM CST

More about you

You will be integral in providing a quality experience, bringing new and improved support methodologies to Atlassian, and building a wide and loyal customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging and solving across one-to-many Atlassian products. As part of the team, you will receive onboarding training to become a specialist in one or more of our products, system technologies, and network technologies. You will lead and participate in customer-facing calls and emails, communicating progress updates, action plans, and resolution details. You will be part of a team ensuring we have customers for life.

Are you passionate about collaborating with knowledgeable teams and about providing high-quality service to the world's largest customers? If so, this role could be perfect for 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.

On your first day, we'll expect you to have:

  • 5+ 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);
  • 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 critical issue handling;
  • Technology driven;
  • Experience working with enterprise customers
More about our team
The team is filled with customer-focused individuals who support industry-leading products used by a growing list of 85K customers globally. We challenge one another every day and take pride in our work, our products and our customer's overall success. We enjoy interactions with customers, problem-solving, digging into complex issues, and advocating for for customers within Atlassian. We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. We are at our best when problems seem the hardest, pushing to identify causes and solutions. We are a combination of passion and persistence. We feel that through our roles we can positively affect millions of end-users and their experience with Atlassian products. We are open, filled with varied backgrounds and talents, respectful, located around the globe, and all about providing legendary service to our customers.
To learn more about working with the Support Team at Atlassian, check out our Support page!

Our perks & benefits

To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.

About Atlassian

The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.

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 learn more about our culture and hiring process, explore our Candidate Resource Hub.
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