Our Support Engineering teams practice a follow-the-sun methodology. Atlassian supports remote or hybrid work in our Sydney office. We're able to hire eligible candidates for this role who are based anywhere in Australia.
Your Future Team
The work we do in Customer Support Services (CSS) is a mixture of a customer focus, technical prowess, and deep listening. Our goal is to create customers for life through honest conversations, openness, and responsive problem-solving. We're often the first team a customer interacts with, so we look for solution focussed people with the drive to push the Atlassian experience forward, unleashing every customers' potential and help teams turn ideas into reality with our extraordinary collaboration tools.
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What you'll do
- Reporting to the Support Manager, you'll perform troubleshooting, debugging and root cause analysis for Atlassian's Cloud-based web applications based on a micro-services architecture
- Communicate and troubleshoot with customers through various channels to investigate their concerns, provide regular progress updates, share action plans and details on the resolution
- Collaborate with peers to share knowledge, gain support, and conquer the toughest technical cases
- Advocate for customers by understanding their use cases and escalating trends to influence feature requests and bug fixes
Your background
- Typically 2 - 5 years experience as an Application Support Engineer, Cloud Support Engineer or similar role in customer-facing environments
- Sound level of troubleshooting skills across technologies including REST API, Browser Devtools, SQL and Splunk queries, SSL/TLS, SSO/SAML, Java Logs and Networking
- Demonstrated ability to exceed customer expectations displaying a high degree of empathy and curiosity whilst diagnosing complex technical issues using communication modalities such as phone, screen share and live chat
- Ability to embrace team collaboration and group contribution with a passion for learning new technologies and how to utilise them in a customer-facing environment