Address
Form of workThe Support Engineer (Cloud AMER) isnt just an ordinary Support Engineer role. As a Support Engineer you will be providing support to customers, using Atlassian products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges. The candidate must be able to work EMEA business hours and also be flexible to assist during weekends as needed to support business needs.
Whats in it for you?The entire Atlassian team has created a unique business environment -- one of energy, creativity, and collaboration.
The atmosphere is fun, casual, and inviting, in keeping with Atlassian's roots as a successful entrepreneurial start up.
We are guided in our efforts by a strong set of corporate values:
Open Company, no bullshit
Play, as a team
Build with heart & balance
Be the change you seek
Dont #@!% the customer
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: $97,700 - $121,800
Zone B: $87,900 - $109,600
Zone C: $81,100 - $101,100
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.
Be responsible for resolving customer configuration issues and responding to customer questions.
Leverage your experience and operational know-how to not only identify gaps and opportunities but also to suggest potential solutions
You will drive collaborativediscussions within the Team, challenge thought processes, and encourage peers to see them through.
Ensure that customers have a positive experience with Atlassian Cloud products.
Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.
You will provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners and others regarding how to properly implement any of these Atlassian Cloud products - Confluence Cloud or Atlassian Access
Periodically collaborate to develop and implement operational improvements. Also, you may have the opportunity to represent Atlassian at events (Technical conferences, Meetups, etc.).
Technologies
Web technologies / Networking
SQL
Cloud technologies
Scripting / Linux
We ask that you have 3-4 years of working experience interacting with customers and good communication skills to back it up.
A passion for providing legendary customer service to our Small and Medium-sized Business customers, using Atlassian Cloud products.
Were looking for individuals who can self-organize, adapt quickly, and who are curious, resourceful, resilient, have fast learning abilities, a growth mindset, systems thinking, and bring a solution-based approach.
The ability to diagnose and fix technical issues in a timely manner and help customers get the most out of their Atlassian investment.
Have understanding of Network terminologies MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, Routing Protocols(BGP, EIGRP, OSPF)
Knowledge of SQL, Networking, Linux, Java Web Servers or Cloud technologies
Work with APIs, REST payloads, REST endpoints, Atlassian product Integrations and 3rd party products to make recommendations to resolve customer issues.
