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.

Position Summary:

The Senior Support Engineer isn’t just an ordinary role. Senior Support Engineers at Atlassian are responsible for improving our customer's experience with our products, through preventative projects that solve problems at the source, getting the best out of our Support Engineers through technical training and mentoring and troubleshooting and providing timely advice on global technical issues. This role requires working with counterparts or peer from different support centres. The candidate must be able to work APAC business hours unless business demands work during other hours of the day.

Responsibilities:

• Owns or otherwise advises on manager-level customer escalations

• Owns or otherwise advises on customer issues, leveraging peers, related teams and available resources to guide a customer to resolution

• Understands and coaches others on appropriate product escalation channels and processes

• Demonstrates and shares knowledge of product roadmap and upcoming features and where to find the relevant information

• May facilitate and coordinate release readiness activities, providing relevant feedback to the Dev team

Competencies

• Customer Focus

• Effective communication

• Change, Adaptability and Flexibility

• Team and Collaborative Working

• Process re-engineering

Experience

• 10 years or more of experience in the Customer Support industry with a minimum of 4-8 years work experience in a highly technical environment with customer-facing (internal and external) responsibilities

• Advanced experience with operating systems, databases, application server and shell scripting

• Advanced troubleshooting abilities that include multi-product environment, networking configurations, large-scale deployments and data centers

• Experience in working 24x7 support operations and with teams across multiple locations.

• Good communications and interpersonal skills

• Coaching and mentoring new hires and Support Engineers

• Administering training for new hires and conduct trainings using the skill gap analysis

• Familiarity with Jira and Confluence will be an added advantage

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.