Senior Support Engineer Job at AssemblyAI

Migration Senior Support engineer

Our Senior Support Engineers play a crucial role in providing advanced support a...

Location

Salary:

Not provided

Atlassian

Expiration Date

Until further notice

Requirements

Senior engineer
Strong verbal and written skills in Japanese and English
Experience in providing advanced support and product expertise to enterprise customers
Experience with troubleshooting, root cause analysis, and resolving technical issues
Experience in handling escalations and performing case reviews
Experience with creating and reviewing knowledge-based articles, standard operating procedures, and documentation
Ability to ramp up quickly on new technologies in a customer-facing environment
Experience working with diverse teams and sharing best practices
Experience influencing customer and/or local partner teams to follow best practices
Experience engaging support teams across multiple regions and/or functions

Job Responsibility

Own, troubleshoot, and solve customer technical issues
Escalate issues according to Standard Operating Procedures
Provide technical support through tickets, phone calls, and screen shares
Handle escalations using soft skills and subject matter expertise
Perform case reviews to identify trends and improvement areas
Use operational experience to identify trends and guide team tactics
Understand customer use cases and advocate for their needs
Create and review knowledge-based articles, standard operating procedures, and documentation
Work with diverse teams, sharing best practices and driving operational improvements
Influence customer and/or local partner team to follow best practices and help migrate Atlassian products from On-prem to Cloud

What we offer

Health and wellbeing resources
Paid volunteer days
Accommodations or adjustments at any stage of the recruitment process

Senior Production Engineer - Application Support Lead - Futures Engineering

Senior Application Support Lead to oversee the support operations for our enterp...

Location

United States , Chicago

Salary:

155000.00 - 185000.00 USD / Year

Clear Street

Expiration Date

Until further notice

Requirements

5–8 years of experience in application support
At least 2 years in a leadership or senior technical role, ideally in financial services or fintech
Knowledge of Java and ReactJS, with experience debugging and analyzing application logs
Hands-on experience with Kubernetes and Docker for deployment troubleshooting
Familiarity with monitoring tools (e.g., Datadog) and services such as Pager Duty
Experience with ticketing systems (e.g., Jira)
Deep understanding of cleared derivatives, futures, or back-office operations in financial markets
Proven ability to lead and motivate a support team
Strong decision-making and problem-solving skills in high-pressure environments
Excellent communication and interpersonal skills

Job Responsibility

Provide advanced troubleshooting for complex application issues, including Java/ReactJS code-level analysis, database queries, and Kubernetes/Docker environment diagnostics
Manage a team of application support analysts, providing mentorship, training, and performance evaluations
Oversee the triage, prioritization, and resolution of support tickets, ensuring SLAs are met
Lead complex configuration tasks, such as system integrations, and custom module deployments
Act as the primary point of escalation for major incidents, coordinating with infrastructure, development, and client teams
Develop and implement support processes, including automated monitoring, knowledge base enhancements, and proactive issue detection
Liaise with clients, product managers, and senior leadership to provide updates on support metrics, system performance, and improvement initiatives
Utilize advanced monitoring tools to proactively identify performance bottlenecks and coordinate with DevOps to optimize Kubernetes/Docker deployments
Create and maintain comprehensive technical documentation and deliver training to support staff and end-users
Contribute to the roadmap for support operations, aligning with business goals and client needs

What we offer

Competitive compensation packages
Company equity
401k matching
Gender neutral parental leave
Full medical, dental and vision insurance
Lunch stipends
Fully stocked kitchens
Happy hours

Fulltime

Cloud Senior Support Engineer

We're seeking a Senior Technical Support Engineer to join our Cloud product supp...

Location

Japan , Yokohama

Salary:

Not provided

Atlassian

Expiration Date

Until further notice

Requirements

5+ years of experience in technical support, software services, and/or system administration for a large end-user community
2+ years of experience solving complex technical problems
Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills
Proven ability de-escalating difficult situations with customers, while multi-tasking between tickets and mentoring your team
Strong interpersonal skills to effectively collaborate with a wide variety of people, from junior engineers to senior executives
Technical experiences
Strong database skills, with the expertise to write and update SQL queries with ease
Experience with Web technologies such as DNS, HTTP, APIs and REST calls
Familiarity with Cloud technologies such as AWS
An understanding of Network terminologies, LAN, WAN, TCP/IP, OSI, NAT, DHCP, TLS/SSL, Routing Protocols

Job Responsibility

Provide a consistent quality experience
Bring new and improved support methodologies to Atlassian
Build a wide and loyal customer base to the Atlassian products and brand
Perform triage, root cause analysis, debugging, and solving across one-to-many Atlassian products
Receive onboarding training to become a specialist in Atlassian products, system technologies, and network technologies.

What we offer

Health coverage
Paid volunteer days
Wellness resources
Visit go.atlassian.com/perksandbenefits to learn more.

Fulltime

Senior Executive Support Engineer

Atlassian Corporate Engineering (ACE) is looking for a Senior Executive Support ...

Location

United States , Seattle

Salary:

163500.00 - 262700.00 USD / Year

Atlassian

Expiration Date

Until further notice

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field preferred
7+ years of experience in technical support, with a significant focus on supporting executive-level clients
Deep understanding of various operating systems (Windows, macOS, iOS, Android), hardware, software, and networking concepts
Extensive experience with Microsoft Office Suite, collaboration tools (e.g., Slack, Microsoft Teams), video conferencing solutions (e.g., Zoom, Webex), and mobile device management (MDM) solutions
Strong troubleshooting and problem-solving skills with the ability to identify and resolve complex technical issues quickly and efficiently
Excellent communication (written and verbal), interpersonal, and customer service skills
Ability to work independently and as part of a team
Strong organizational skills and attention to detail
Ability to maintain confidentiality and discretion
Experience with IT security best practices and protocols

Job Responsibility

Provide comprehensive technical support to C-suite executives across all devices (laptops, desktops, mobile devices, tablets, etc.), operating systems (Windows, macOS, iOS, Android), and applications (Microsoft Office Suite, collaboration tools, video conferencing, etc.)
Proactively anticipate and address potential technical issues before they impact executive productivity
Manage and prioritize support requests, ensuring timely resolution and clear communication throughout the process
Troubleshoot complex technical problems, escalating to specialized teams as needed, while maintaining ownership of the issue until resolution
Develop and maintain documentation for executive technology setups, configurations, and troubleshooting procedures
Collaborate with IT infrastructure and security teams to ensure the confidentiality, integrity, and availability of executive systems and data
Provide remote support using various tools and technologies
Travel occasionally to provide on-site support as needed
Maintain a high level of confidentiality and discretion regarding sensitive information
Stay up-to-date with the latest technology trends and proactively recommend solutions to enhance executive productivity and security

What we offer

health coverage
paid volunteer days
wellness resources

Fulltime

Senior Executive Support Engineer

We are seeking a proactive and skilled Technical Support Engineer to provide ded...

Location

Australia , Sydney

Salary:

Not provided

Atlassian

Expiration Date

Until further notice

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field preferred, or equivalent practical experience
3-5 years of experience in technical support, with exposure to supporting executive-level clients preferred
Solid understanding of operating systems (Windows, macOS, iOS, Android), hardware, software, and networking concepts
Experience with Microsoft Office Suite, collaboration tools (e.g., Slack, Microsoft Teams), and video conferencing solutions (e.g., Zoom, Webex)
Strong troubleshooting and problem-solving skills with the ability to identify and resolve technical issues efficiently
Excellent communication (written and verbal), interpersonal, and customer service skills
Ability to work independently and as part of a team
Strong organizational skills and attention to detail
Ability to maintain confidentiality and discretion
Basic understanding of IT security best practices

Job Responsibility

Provide direct technical support to executive-level users across various devices (laptops, desktops, mobile devices, tablets) and operating systems (Windows, macOS, iOS, Android)
Troubleshoot and resolve hardware and software issues, including network connectivity, application errors, and peripheral device problems
Manage and prioritize support requests, ensuring timely resolution and clear communication with executives
Assist in the setup and configuration of new devices and software for executive users
Document technical issues and resolutions in a clear and concise manner
Collaborate with other IT teams to escalate and resolve complex technical issues
Provide remote support using various tools and technologies
Maintain a high level of confidentiality and discretion regarding sensitive information
Provide basic training and guidance to executives on commonly used technologies and applications
Assist in maintaining an inventory of executive IT equipment

What we offer

health coverage, paid volunteer days, wellness resources

Fulltime

Senior Engineering Manager - Support Platform

Join Intercom as a Senior Engineering Manager and lead teams at the heart of our...

Location

Ireland , Dublin

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

Minimum 5+ years of experience leading engineering teams building and delivering customer-facing software products
Proven ability to lead multiple teams or broad product areas, aligning work across complex domains
A hands-on leader who brings clarity, context, and energy — ready to roll up your sleeves, dive deep, and stay close to the work and your teams, not just manage from a distance
Thrives in ambiguous, fast-paced environments, providing stability, structure, and momentum
Strong product mindset and customer obsession — you think in terms of customer problems, measurable outcomes, and business impact
Comfortable being the sole directly responsible individual (DRI) for your area, taking full ownership of outcomes and stepping confidently into product-thinking shoes when needed
Outcome-driven and an unblocker by nature — you take ownership of problems, remove barriers proactively, and relentlessly drive your teams toward success. You’re energized by achieving results and seeing impact
Eager to directly work with customers, and skilled at turning customer feedback and data into actionable insights and impactful product decisions
Passionate about building high-autonomy, high-accountability teams that consistently deliver exceptional customer outcomes
This is an AI-first role with a high bar for excellence. We expect you to be fluent in using AI tools to solve problems, accelerate output, and inspire others to do the same — helping shape a culture that embraces AI as a core advantage

Job Responsibility

Own one of Intercom’s largest and most complex product areas end-to-end — setting vision, priorities, and measurable outcomes
Work directly with customers and internal functions (including Sales, GTM, and Customer Support) to deeply understand their needs and translate insights into impactful product solutions
Act as the single accountable owner for your product area — comfortable being directly responsible for roadmap, execution, and results, and not shy about stepping into product-thinking shoes when needed
Drive clarity and alignment across teams, balancing near-term delivery with long-term product strategy
Continuously raise the bar for quality, reliability, and customer experience within your teams and beyond
Partner closely with Staff and Principal Engineers to shape direction, architecture, and execution
Coach and grow engineers and emerging leaders, supporting their development and helping them deliver exceptional outcomes
Foster a culture of ownership, accountability, and autonomy, enabling your teams to move fast and deliver meaningful results
Contribute to Intercom’s engineering culture, helping evolve how we build customer-driven software across the organization

What we offer

Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work!
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard, but we also offer Windows for certain roles when needed

Fulltime

Senior Engineering Manager - Support Platform

Join Intercom as a Senior Engineering Manager and lead teams at the heart of our...

Location

United Kingdom , London

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

Minimum 5+ years of experience leading engineering teams building and delivering customer-facing software products
Proven ability to lead multiple teams or broad product areas, aligning work across complex domains
A hands-on leader who brings clarity, context, and energy — ready to roll up your sleeves, dive deep, and stay close to the work and your teams, not just manage from a distance
Thrives in ambiguous, fast-paced environments, providing stability, structure, and momentum
Strong product mindset and customer obsession — you think in terms of customer problems, measurable outcomes, and business impact
Comfortable being the sole directly responsible individual (DRI) for your area, taking full ownership of outcomes and stepping confidently into product-thinking shoes when needed
Outcome-driven and an unblocker by nature — you take ownership of problems, remove barriers proactively, and relentlessly drive your teams toward success. You’re energized by achieving results and seeing impact
Eager to directly work with customers, and skilled at turning customer feedback and data into actionable insights and impactful product decisions
Passionate about building high-autonomy, high-accountability teams that consistently deliver exceptional customer outcomes
This is an AI-first role with a high bar for excellence. We expect you to be fluent in using AI tools to solve problems, accelerate output, and inspire others to do the same — helping shape a culture that embraces AI as a core advantage

Job Responsibility

Own one of Intercom’s largest and most complex product areas end-to-end — setting vision, priorities, and measurable outcomes
Work directly with customers and internal functions (including Sales, GTM, and Customer Support) to deeply understand their needs and translate insights into impactful product solutions
Act as the single accountable owner for your product area — comfortable being directly responsible for roadmap, execution, and results, and not shy about stepping into product-thinking shoes when needed
Drive clarity and alignment across teams, balancing near-term delivery with long-term product strategy
Continuously raise the bar for quality, reliability, and customer experience within your teams and beyond
Partner closely with Staff and Principal Engineers to shape direction, architecture, and execution
Coach and grow engineers and emerging leaders, supporting their development and helping them deliver exceptional outcomes
Foster a culture of ownership, accountability, and autonomy, enabling your teams to move fast and deliver meaningful results
Contribute to Intercom’s engineering culture, helping evolve how we build customer-driven software across the organization

What we offer

Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work!
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard, but we also offer Windows for certain roles when needed

Fulltime