Senior Support Engineer

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.

Overview

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.

About The Role

We are looking for a Senior Engineer who is a customer champion and drives improvement to our processes and operations. You will be focused on providing legendary support to our customers as well as having a positive impact on our team, process, and product. As part of our Cloud SMB Team, you will focus on providing advanced cloud support and product expertise to our small and medium-sized customers. You will work with other team members in a remote environment or Atlassian offices globally, as well as being a part of a Senior Engineers team, improving our support capabilities, capacity, and quality for our customers.

You will report to the Agile & DevOps Manager on the SMB Cloud support team and perform troubleshooting across our Atlassian products. You will also participate in customer-facing calls when required, communicating progress updates or problem-solving to our customers.

Responsibilities

• Own, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency with different teams, maintain updates on the case.
• Resolve customer issues involving DevTools code error diagnosis, debugging, validation, and root cause analysis.
• Enable replication of issues to verify product-related bugs.
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams / Services / Support / Regions)
• Use professional written and verbal communications with the customer base to resolve Cloud application issues.
• Evaluate active tickets, prioritizing workload, and monitoring queue health.
• Build internal relationships with our development and product management teams to help communicate our customers' needs and urgency.
• Develop into a highly skilled Senior Support Engineer with subject matter expertise in all types of technologies across the Atlassian cloud product stack.
• Ability to explain the why behind issues and guide the customer to resolution with logic and context.
• Creation and curation of knowledge-base articles and documentation to help customers help themselves.
• Advocate for our customers, influence product direction through customer feedback.

Your background

Qualifications

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 : $111,600 - $133,920

Zone B : $100,800 - $120,960

Zone C : $92,700 - $111,240

This role may also be eligible for benefits, bonuses, commissions, and equity.

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.

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