Premier Support Engineer

Job Description

If you are passionate about working with smart teams and passionate about providing high quality service to the worlds largest customers this role could be perfect for you. This role is part of our Enterprise Support team, which is focused on providing the advanced support and product expertise to our largest customers. In this role you will be a lead level III support engineer working on our most important customer accounts. You will work with other team members in Austin and other Atlassian offices around the globe. You will be part of a growing team of specialists improving our support capabilities, capacity, and quality for our largest and most sophisticated customers.  

You will be a key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian, and creating a wide and loyal customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging and troubleshooting across one-to-many Atlassian products. As part of the team you will receive on-boarding training to make you a specialist in one to many of our products, system technologies, and network technologies. You will lead and participate in customer facing calls helping to communicate progress updates, action plans, and resolution details. You will be part of a team ensuring we have customers for life. If this sounds interesting to 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 provide the best support possible for our high-priority customers.

More about you

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

  • 3+ 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) 
  • Understanding of applications server technologies (e.g., Tomcat, Apache, WebSphere, JBoss, etc.)
  • Experience with databases SQL
  • Interest in working with networks and relevant technologies, including proxies, LDAP, Active Directory, switches, etc.

It's great, but not required, if you have:

  • Experience working with Atlassian products

More about our team  

The team is filled with customer focused individuals that champion and support industry-leading products that are used by a growing list of 50K customers globally. We challenge one another every day and hold ourselves accountable for our work product as well as our customer's overall success. We all enjoy the interactions with the customers, problem solving, digging into complex issues, and actively championing 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. When problems seem the hardest we are at our best, working harder to identify the root cause and a solution. We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products. Our team is open, filled with varied backgrounds and talents, respectful, focused, 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 Team page!

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