Cloud Support Engineer (Jira)

Our Cloud SMB Support team is passionate about providing support and product expertise to our Standard and Premium customers. You will be part of a team of engineers improving our support capabilities and quality for our Cloud customers. You will work with product specialists within Jira to support our customer base.

This role will report to a Cloud Support Manager.

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $46.97 - $58.56

Zone B: $42.26 - $52.69

Zone C: $38.99 - $48.61

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

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

• A passion for providing legendary service to our Small and Medium-sized Business customers, using Atlassian Cloud products.

• We’re looking for individuals who can self-organize, adapt quickly, resourceful, resilient, have fast learning ability, growth mindset, systems thinking, and a solution-based approach.

• The ability to diagnose and fix technical issues in a timely manner and help customers get the most out of their Atlassian investment.

• We ask that you have 3-5 years of working experience interacting with customers and good communication skills to back it up.

• Previously supported customers over email, live chat, phone, and screen-shares.

• You have familiarity with IT Operations, Application Support, Cloud technologies, operating systems and SQL databases.

• Deep understanding of TCP/IP, SSL/TLS, CDN, DNS, Proxy, Firewalls, REST API/ HTTP, Mail, SQL Database Queries and Java Source.

• Familiar with the usage of Browser dev tools, HAR File analysis, Splunk.

• Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.

• You are comfortable using the command line.

• Really want to win us over? You can tell us about your experience using Jira Work Management and Jira Software.