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<h1>Support Engineer Cloud SMB</h1> <a href="https://careers-apac-atlassian.icims.com/jobs/16026/support-engineer-cloud-smb/job?mode=apply" target="_blank">Apply for this job</a> 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. Overview Our Cloud support team is highly passionate about providing support and product expertise to our Standard and Premium customers. As a Support Engineer, you will be providing support to customers through chat and by 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 during weekends to support business needs. Responsibilities <ul> <li>Responsible for delivering world-class customer support experience through CHAT as the medium of support, with Atlassian</li> <li>Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams</li> <li>Escalate issues in a timely manner according to Standard Operating Procedures</li> <li>Create new knowledge base articles to capture new learning’s for reuse throughout the organization.</li> <li>Participate in technical communications within the Technical Support team to share best practices and learn about new technologies</li> <li>Focus on an area of technical specialization and attend technical training.</li> </ul> Competencies <ul> <li>Customer Orientation</li> <li>Effective communication</li> <li>Adaptability</li> <li>Team and Collaborative Working</li> <li>Learning aptitude</li> </ul> Qualifications Experience <ul> <li>1-3 years of experience in Technical Support, Software Services, and/or system administration for a large end-user community, preferably SaaS products.</li> <li>Has supported customers over chat, email, phone, and screen-shares.</li> <li>Experience working in a high case volume environment and ability to prioritize.</li> </ul> Must-Have Skills: <ul> <li>Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.</li> <li>Experience working with log searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools.</li> <li>Experience with APIs and REST calls.</li> <li>Front-end troubleshooting skills and an understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.</li> </ul> Good to Have Skills: <ul> <li>Usage of Browser dev tools, HAR File analysis, Splunk.</li> <li>Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.</li> <li>Experience working in a Linux environment.</li> <li>Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP</li> <li>Familiarity with Cloud technologies, AWS will be a plus.</li> <li>Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.</li> </ul> To learn more about working with the Support Team at Atlassian, check out our Support Team page! Our perks &amp; 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 <a href="http://go.atlassian.com/perksandbenefits" target="_blank">go.atlassian.com/perksandbenefits</a>to 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 <a href="http://go.atlassian.com/crh" target="_blank">go.atlassian.com/crh</a>. <a href="https://careers-apac-atlassian.icims.com/jobs/16026/support-engineer-cloud-smb/job?mode=apply" target="_blank">Apply for this job</a>

Atlassian

Support Engineer Cloud SMB

<h1>Support Engineer - Jira</h1> <a href="https://careers-apac-atlassian.icims.com/jobs/15758/support-engineer---jira/job?mode=apply" target="_blank">Apply for this job</a> 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 <ul> <li>Own, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency with different teams, maintain updates on the case.</li> <li>Error diagnosis (code review if needed), debugging, validation, and root cause analysis.</li> <li>Enable replication of issues to verify product-related bugs.</li> <li>Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.</li> <li>Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)</li> <li>Provide technical leadership and mentoring for Support Engineers.</li> <li>Be the primary contact for local escalation management for the expertise acquired within a product domain, and to provide resolution.</li> </ul> Experience <ul> <li>3+ years of experience in Technical Support, Software Services, and system administration for a large end-user community</li> <li>Track record to de-escalate difficult situations with customers, working with executive levels, while working on tickets and mentoring your team.</li> <li>Experience mentoring other support engineers to grow their technical and troubleshooting skills.</li> <li>Have supported customers over email, phone, and screen-shares.</li> <li>Experience working in a high case volume environment</li> <li>Coordinate training for new hires and conducting training using the skill gap analysis.</li> </ul> Must have Skills: <ul> <li>Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.</li> <li>Experience with APIs and REST calls.</li> <li>Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.</li> <li>Experience working with Splunk searching, monitoring, and analysing machine-generated data via a Web-style interface or similar tools.</li> <li>An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.</li> <li>Understanding Java-based apps, being able to analyse/troubleshoot Java-based exceptions.</li> <li>Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.</li> <li>Familiarity with Cloud technologies</li> </ul> Our perks &amp; 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 <a href="http://go.atlassian.com/perksandbenefits" target="_blank">go.atlassian.com/perksandbenefits</a>to 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 <a href="http://go.atlassian.com/crh" target="_blank">go.atlassian.com/crh</a>. <a href="https://careers-apac-atlassian.icims.com/jobs/15758/support-engineer---jira/job?mode=apply" target="_blank">Apply for this job</a>

Support Engineer - Jira

<h1>Cloud Senior Support Engineer</h1> <a href="https://globalcareers-atlassian.icims.com/jobs/17188/cloud-senior-support-engineer/job?mode=apply" target="_blank">Apply for this job</a> 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. We're looking for a Senior Technical Support Engineer to join our Cloud products support team with the goal of making our customers awesome. You will join a growing team of specialists improving our support capabilities, capacity, and quality for our customers in Japan. You will be key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian, building a wide and loyal customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging, and solving across one-to-many Atlassian products. And, you will work in a development team with technical skills. As part of the team, you will receive onboarding training to make you a specialist in one or more of our products, system technologies, and network technologies. On your first day, we'll expect you to have: <ul> <li>5+ years of experience in technical support, software services, and/or system administration for a large end-user community;</li> <li>2+ years of experience solving complex technical problems ;</li> <li>Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills;</li> <li>Proven ability de-escalating difficult situations with customers, while multi-tasking between tickets and mentoring your team;</li> <li>Strong interpersonal skills to effectively collaborate with a wide variety of people, from junior engineers to senior executives;</li> <li> Technical experiences ; <ul> <li>Strong database skills, with the expertise to write and update SQL queries with ease;</li> <li>Experience with Web technologies such as DNS, HTTP, APIs and REST calls;</li> <li>Familiarity with Cloud technologies such as AWS;</li> <li>An understanding of Network terminologies, LAN, WAN, TCP/IP, OSI, NAT, DHCP, TLS/SSL, Routing Protocols;</li> </ul> </li> <li>Fluent in Japanese speaking/writing and Business level English;</li> </ul> Preferred qualifications: <ul> <li>Experience in understanding and supporting Java apps;</li> <li>Experience with Splunk is nice to have!</li> <li>The ability to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress, and next steps.</li> <li>Experience with Atlassian products is nice to have;</li> </ul> Our perks &amp; 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 <a href="http://go.atlassian.com/perksandbenefits" target="_blank">go.atlassian.com/perksandbenefits</a>to 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 <a href="http://go.atlassian.com/crh" target="_blank">go.atlassian.com/crh</a>. <a href="https://globalcareers-atlassian.icims.com/jobs/17188/cloud-senior-support-engineer/job?mode=apply" target="_blank">Apply for this job</a>

Cloud Senior Support Engineer

<h1>Program Manager, Customer Programs</h1> Sales | Remote, Remote | Remote, Remote | San Francisco, United States | Austin, United States | New York, United States | Full-Time <a href="https://globalcareers-atlassian.icims.com/jobs/14762/program-manager%2c-customer-programs/job?mode=apply" target="_blank">Apply for this job</a> Position Overview: We are seeking a highly motivated Program Manager for Customer Programs to join our CX Strategy team. This role will support Global Customer Success, Advisory Services, and Renewals by building innovative programs and scalable solutions to enhance CX effectiveness, increase product adoption, and ensure customer success. You will orchestrate and develop Customer Success programs in collaboration with Rev Ops, Enablement, CS, Product, and other teams, leading strategic and high-functioning work streams to deliver programmatic customer engagement activities. Your efforts will drive deep customer value realization, a highly renewable customer base, and strong customer advocacy. 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. Key Responsibilities: <ul> <li>Strategic Program Leadership: Define, lead, and track strategic and operational programs to successful completion.</li> <li> CX Initiative Development: Improve the effectiveness and efficiency of adoption and value realization capabilities for Atlassian customers through various initiatives: <ul> <li>Customer journey development</li> <li>Lifecycle management processes and playbooks</li> <li>Digital journey development, content creation, curation, and metrics</li> <li>GTM and adoption campaigns in collaboration with Marketing, Product/Growth, Data Teams, and Revenue Operations</li> <li>Processes and playbooks for Advisory, Customer Success Manager, and Renewal Managers</li> </ul> </li> <li>Cross-functional Collaboration: Represent CSM and customers in cross-functional programs/workstreams focused on customer experience initiatives.</li> <li>Customer Feedback Utilization: Translate customer feedback data and survey results into program attributes that drive new customer impact and outcomes.</li> <li>GTM Strategy Execution: Ensure successful execution of the Global Customer Success GTM strategy.</li> <li>Change Management: Drive change management initiatives to ensure successful adoption of new processes, features, and tools.</li> <li>Stakeholder Relationship Building: Build strong relationships with internal stakeholders and external partners to foster collaboration and achieve adoption goals.</li> </ul> Qualifications: <ul> <li>Experience: 5+ years in program management, preferably in SaaS or software industries, with a proven track record of driving adoption and engagement initiatives.</li> <li>Strategic Thinker: Strong strategic thinking and problem-solving skills, with the ability to develop and execute complex adoption programs.</li> <li>Analytical Skills: Proficiency in data analysis and interpretation to drive insights and decision-making.</li> <li>Communication Skills: Excellent communication and presentation skills, with the ability to influence and collaborate effectively across all levels of the organization.</li> <li>Project Management: Demonstrated experience in managing cross-functional projects with tight deadlines and competing priorities.</li> <li>Customer Focus: Passion for understanding customer needs and delivering exceptional customer experiences.</li> </ul> Preferred Skills: <ul> <li>Experience with Atlassian products or similar collaboration tools.</li> <li>Knowledge of agile methodologies and practices.</li> </ul> Education: <ul><li>Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field. Advanced degree preferred.</li></ul> 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: $145,000 - $193,400 Zone B: $130,500 - $174,000 Zone C: $120,400 - $160,500 This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit <a href="http://go.atlassian.com/payzones" target="_blank">go.atlassian.com/payzones</a> 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. Our perks &amp; 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 <a href="http://go.atlassian.com/perksandbenefits" target="_blank">go.atlassian.com/perksandbenefits</a>to 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 <a href="http://go.atlassian.com/crh" target="_blank">go.atlassian.com/crh</a>. <a href="https://globalcareers-atlassian.icims.com/jobs/14762/program-manager%2c-customer-programs/job?mode=apply" target="_blank">Apply for this job</a>

Principal Program Manager, Customer Programs

<h1>Strategic Customer Success Manager (DACH)</h1> <a href="https://globalcareers-atlassian.icims.com/jobs/16201/strategic-customer-success-manager-%28dach%29/job?mode=apply" target="_blank">Apply for this job</a> Atlassian is looking for a German speaking Strategic Customer Success Manager. We are looking to hire eligible candidates for this role who are remotely based in the United Kingdom, the Netherlands, France, Poland, and Germany only. Atlassian Strategic Customer Success Managers (CSMs) help customers realize the value in their Atlassian investment. They engage customers to unlock early and sustained outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users. As a Strategic CSM, you’ll build relationships and demonstrate an understanding of the Atlassian customer journey. You’ll be equipped to guide complex customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices. You'll use your solution expertise to cut across multiple products and solution practice areas. You’ll work with a variety of customer profiles including C-Level contacts, executives, and multi-layered global teams to support the successful adoption and expansion of their Atlassian solution investment. To help our teams work together, you will be fully remote, but requires you to work GMT / CEST Time Zone hours. You will report to the Regional Head of Customer Success. Your future team With over 300,000 customers worldwide, Atlassian is helping organisations like NASA, IBM, Hubspot, Samsung and Coca-Cola unleash the power of every team through Atlassian Solutions. With a focus on value, we help our customers understand how our products combine to create enterprise solutions that transform their business’s outcomes. We’re different from other organisations because we approach everything we do using our value of ‘play as a team'. 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. <ul> <li>Develop a trusted advisor relationship with customers at the C-suite and executive level, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.</li> <li>Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams.</li> <li>Guide the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions.</li> <li>Experience navigating complex implementation processes with multiple partners globally to meet complex enterprise needs.</li> <li>Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.</li> <li>Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions.</li> <li>Develop and execute adoption strategies targeting high value accounts, driving change management, and expanding customer footprint.</li> <li>Mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your account team and in particular the Account Associate.</li> <li>Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our Strategic customers.</li> </ul> <ul> <li>Fluent in German and English </li> <li>8-10+ years of experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.</li> <li>Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.</li> <li>Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.</li> <li>Understanding of common Jira and Confluence end-user use cases and ways of working, with ability to demonstrate those use cases, and understanding of configuration trade-offs.</li> <li>Collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience.</li> <li>Experience balancing a book of business in a customer-facing environment.</li> <li>Problem-solving skills and a customer-centric mindset.</li> <li>Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau.</li> </ul> Our perks &amp; 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 <a href="http://go.atlassian.com/perksandbenefits" target="_blank">go.atlassian.com/perksandbenefits</a>to 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 <a href="http://go.atlassian.com/crh" target="_blank">go.atlassian.com/crh</a>. <a href="https://globalcareers-atlassian.icims.com/jobs/16201/strategic-customer-success-manager-%28dach%29/job?mode=apply" target="_blank">Apply for this job</a>

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