Senior Support Engineer

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.

• Troubleshoot and resolve complex customer issues related to Atlassian Jira suite
• Strong technical troubleshooting skills in Web troubleshooting, Browser Devtools, API's, SQL, Networking. Analyse logs, audit trails, and system behaviours using tools like Splunk and REST APIs
• Analyze logs, audit trails, and system behaviors using tools like Splunk, browser dev tools, and REST APIs
• Contribute to internal and external documentation, knowledge base articles, and process improvements.
• Participate in on-call rotations and incident response for critical issues.
• Advocate for customer needs and represent the voice of the customer in product and process discussions
• Guide customers through advanced troubleshooting, root cause analysis, and solution implementation, often in live sessions.

• 3+ years of experience in working with enterprise customers
• Effective, clear, and concise communication with the ability to adapt to your audiences with different levels of technical acumen.
• Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency, while checking communication channels to stay on top of customer and team needs.
• Continuous Learning & Growth Mindset: You thrive in a fast-paced, ever-changing environment and have a strong commitment to continuous self-improvement.
• Strong technical troubleshooting skills: ability to isolate variables, step through issues, and attempt to reproduce in lab
• Ability to problem-solve complex tickets, clarify the problem, recommend solutions, identify and summarize root cause analysis, and utilize escalation channels as needed.