Senior Technical Support Engineer, Confluence Cloud

The Senior Support Engineer (Cloud) provides support to Atlassian product users via email, improving customer experience through preventative projects, technical mentoring, escalation point for support engineers, and troubleshooting. Requires working experience with team members from different support centers. Must work relevant business hours (AMER). You will report to the Manager of the Support team.

What's 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 start up.

• Be the primary contact for local escalation management for the expertise acquired within a product domain.

• Senior Support Engineer owns Internal and Developer Escalations driving points of friction to resolution, making sure the customer experience is protected.

• You use your operational experience to identify trends, bring team tactics and contribute to continuous improvement programs.

• You are a role model of Atlassian values, shaping and inspiring people around them.

• Provide technical leadership and mentoring for Support Engineers

• Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis

• Communication to customer base through necessary means to resolve application issues

• Help replication and debugging of issues to verify product related bugs

• Create and curate knowledge-base articles and documentation to help customers self serve

Technical Skills:

• Web technologies / Networking

• SQL

• Cloud technologies

• Authentication technology and services (SSO, IdPs, SAML, Oauth).

• Authorization (access controls, roles, permission) models

• Scripting / Linux

• 7+ years of experience in Technical Support, Software Services, and system administration for a large end-user community

• 2+ years of experience supporting Enterprise customers

• Experience with database skills - any expertise to write and update SQL queries

• Experience with OAuth based authentication, SSL and fair understanding of other authentication mechanisms such SSO/SAML.

• Experience with APIs and REST calls.

• An understanding of Network terminologies such as MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP & DNS.

• Familiarity with Cloud technologies - experience with Atlassian Access and Confluence

• Experience understanding and supporting Java apps, especially the JVM components

• Track record deescalating difficult situations with customers, while between tickets and mentoring your team

• Experience assisting/mentoring other support engineers to grow their technical and troubleshooting skills

• Support customers over email, phone, and screen-shares.