Support Engineer - Jira

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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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Responsibilities

• Own, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency with different teams, maintain updates on the case.

• Error diagnosis (code review if needed), debugging, validation, and root cause analysis.

• Enable replication of issues to verify product-related bugs.

• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.

• Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)

• Provide technical leadership and mentoring for Support Engineers.

• Be the primary contact for local escalation management for the expertise acquired within a product domain, and to provide resolution.

Experience

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

• Track record to de-escalate difficult situations with customers, working with executive levels, while working on tickets and mentoring your team.

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

• Have supported customers over email, phone, and screen-shares.

• Experience working in a high case volume environment

• Coordinate training for new hires and conducting training using the skill gap analysis.

Must have Skills:

• Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.

• Experience with APIs and REST calls.

• Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.

• Experience working with Splunk searching, monitoring, and analysing machine-generated data via a Web-style interface or similar tools.

• An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.

• Understanding Java-based apps, being able to analyse/troubleshoot Java-based exceptions.

• Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.

• Familiarity with Cloud technologies

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefitsto learn more.

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.

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