Senior Support Engineer, On Prem

Overview

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.

The Jira On Prem Support team is dedicated to delivering support and product expertise to our Priority customers. If you have a passion for resolving complex technical issues, engaging with diverse customers ranging from startups to Fortune 500 corporations, and thrive in a dynamic environment, then this role is well-suited for you.

Responsibilities

You will be joining as an Atlassian Senior Support Engineer, and play a crucial role in enhancing our customers' interactions by providing advanced troubleshooting and assisting our global team in solving intricate challenges.

• Use professional written and verbal communications to customer base to resolve application issues
• Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
• 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
• Customer escalation support
• Evaluate active tickets, prioritizing workload, and monitoring queue health
• Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
• Advocate for our customers, influence product direction through customer feedback
• Develop into a highly skilled support engineer with subject matter expertise in all types of technologies across the Atlassian stack
  
  
  

Qualifications

• 5+ years experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience
• Experience and/or familiarity with JVMs
• In-depth operating system knowledge (e.g. Windows and/or Linux)
• Familiarity with database concepts (e.g., Oracle, SQL Server or Postgres)
• Well rounded experience with 1 or more application servers (e.g. Tomcat, Apache, IIS, NGINX etc.)
• Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)
• Strong degree of empathy for the customer experience
• Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and potentially mentoring your team
• Demonstrated ability to help other support engineers to grow their technical and troubleshooting skills
• Excellent communication skills, possessing the ability to support customers over email, or screen-shares
• Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior executives
• Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
• Ability to work 9:00AM - 6:00PM PDT/PST and occasional weekend shift rotation
  
  
  

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: $120,500 - $150,300

Zone B: $108,500 - $135,300

Zone C: $100,000 - $124,700

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

Please visit go.atlassian.com/payzones 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 & 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/perksandbenefits 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.

For San Francisco Only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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