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Senior Support Engineer, Enterprise
Atlassian
Fully Remote
role reference:  wyw_#00450
Location
Fully Remote
Salary
Competitive salary
Contract Full-time
Industry Computer Software
Hours 37.5 - 37.5 Hours
  • Java Database Connectivity (JDBC)
  • JavaScript
  • JavaServer Faces (JSF)
  • JavaServer Pages (JSP)
  • Oracle Database
  • SQL
  • J2EE
  • ORACLE
  • SAAS
  • SUPPORT ENGINEER
Description:

This isn't your ordinary Support Engineer role. If you love solving the deepest and gnarliest tech problems, enjoy working with all types of customers from around the world (startups to Fortune 500 corporations), and love variety, this job has it all in spades. Atlassian is a rapidly growing software development company, and the Support team is changing its focus to allow it to scale with the business. Atlassian Senior Support Engineers are responsible for improving our customers' experience with our products, through advanced troubleshooting and helping our global team of engineers solve our more difficult problems.

More about you:

  • 8+ years experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience
  • Experience and/or familiarity with JVMs
  • In-depth operating system knowledge (e.g. Windows and/or Linux)
  • Familiarity with database concepts (e.g., Oracle, SQL Server or Postgres)
  • Well rounded experience with 1 or more application servers (e.g. Tomcat, Apache, IIS, NGINX etc.)
  • Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)
  • Strong degree of empathy for the customer experience
  • Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and mentoring your team
  • Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills.
  • Excellent communication skills, possessing the ability to support customers over email, phone or screen-shares
  • Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior executives
  • Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency

Bonus points for:

  • Experience administrating Jira 
  • Experience with any of the following AWS, Docker, VMware
  • Experience administering an enterprise LAN/WAN environment
  • Background in System Engineering or administration
  • Experience in Database configuration and administration
  • Experience analyzing Java thread dumps & heap dumps
  • Experience analyzing network traces using tools such as wireshark or tcpdump

More about the role:

  • Global technical escalation management to ensure customer success with Atlassian products
  • Use professional written and verbal communications to customer base to resolve application issues
  • Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
  • Creation and curation of knowledge-base articles and documentation to help customers help themselves
  • Perform case reviews to identify trends and improvement areas and define action plans for support engineers
  • Evaluate active tickets, prioritizing workload, strategic projects, and monitoring queue health
  • Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
  • Advocate for our customers, influence product direction through customer feedback
  • Developing your team in becoming highly skilled support engineers with subject matter expertise in all types of technologies across the Atlassian stack.
Key skills:
  • Java Database Connectivity (JDBC)
  • JavaScript
  • JavaServer Faces (JSF)
  • JavaServer Pages (JSP)
  • Oracle Database
  • SQL
  • J2EE
  • ORACLE
  • SAAS
  • SUPPORT ENGINEER
Competitive salary

CONTRACT

INDUSTRY

Role Type

Job Function

37.5 - 37.5 Hours
Flexibility:
Working Patterns
Flexi-Time
Full-time
Flexibility:
Workplace
Remote or Mobile Working
Work From Home (WFH)
Flexibility:
Life event
Career Breaks / Sabbatical
Shared Parental Leave
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