Senior Support Engineer, On Prem / DC (APAC Shift)

• 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

• 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

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.