Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

About the Team

At Atlassian, we help teams turn ideas into reality with our world-class collaboration tools. Atlassian Support Engineers work directly with our customers by troubleshooting, debugging, and answering questions about our products to ensure that we always provide legendary service.

The Senior Support Engineer is a part of our Cloud Migrations Support team, dedicated to offering advanced support and product expertise to our largest customers. This role involves working closely with Atlassian colleagues worldwide, including Cloud Migrations Managers, Support Engineers, and Product and Engineering teams to provide high-quality assistance for our customers. You will be reporting to the Manager of the Cloud Migrations Support team.

We're looking for engineers with a degree of empathy for the customer experience and know how to successfully de-escalate difficult situations with customers. Also, as a Senior Support Engineer, you should demonstrate the ability to mentor other support engineers to grow their technical and troubleshooting skills. Success in this role requires self-motivation, a commitment to learning, strong customer service and technical problem-solving abilities, and a willingness to tackle challenges. The ideal candidate must be available during Pacific Timezone and occasionally on weekends to meet business needs.

Experience:

• 4-8 years of customer-facing experience in support, escalation handling, software services, and/or system administration in an enterprise environment; preferably SaaS products

• 2+ years of experience in working with enterprise customers in a high touch model with excellent soft skills- supporting customers over multiple channels (ex: chat, email, phone, virtual meetings and screen-shares)

• Experience working in a high case volume environment and ability to prioritize and manage time, balancing multiple tasks with varying levels of priority and urgency

• Experience troubleshooting complex tickets, recommend solutions, identify and summarize root cause analysis, and using escalation channels

• Experience in server to cloud migrations (“nice to have”)

Technical Skills:

• Strong database skills, with the expertise to write and update SQL queries

• Experience with various operating systems (Linux, Windows) and has command line knowledge

• Experience with APIs and REST calls

• Understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, TCP/IP, SSL and identifying underlying network issues

• Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP

• Understanding of Identity terminologies (SSO, SAML, LDAP, Active Directory, Oauth)

• Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis

• Experience understanding and supporting Java apps

• Experience working with log searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools like Splunk

• Nice to have:

  • Experience writing, reviewing and/or modifying scripts (Python, Bash/Shell, etc.)

  • Familiarity with Jira and Confluence products

  • Familiarity with Cloud technologies, AWS will be a plus

Soft Skills:

• Solve complex tickets, summarize cause, recommend solutions and then escalate if needed

• Exceptional soft skills, both internal and external communications (online and offline via phone, meetings)

• Demonstrate ability to de-escalate difficult situations with customers

• Strong analytical skills, ability to tackle problems, learn new technologies, and enthusiasm to continually evolve as a technical expert for multiple Atlassian products

• Exhibit strong team-oriented interpersonal and collaboration skills to effectively work with a wide variety of people and roles

• Respect for the value of teamwork, able to collaborate with the entire team

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: $121,900 - $131,700

Zone B: $109,700 - $118,500

Zone C: $101,200 - $109,300

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.

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/perksandbenefitsto 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.