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Senior Support Engineer

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Atlassian

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Location:
India, Bengaluru

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are looking for customer champion who drives agreement and improvement across product and operations teams. You are focused on improving broader customer experience and having a visible global impact on process, product and team. As part of our Enterprise Support team, you will focus on providing advanced support and product expertise to our largest customers and be a lead level III support engineer working on important customer accounts. You will work with other team members in Atlassian offices globally. You will be part of a growing team of specialists improving our support capabilities, capacity, and quality for our largest customers. You will report to the Manager of the Enterprise support team, and perform root cause analysis, debugging and troubleshooting across one-to-many Atlassian products. You will participate in customer-facing calls communicating progress updates, action plans, and resolution details.

Job Responsibility:

  • Providing advanced support and product expertise to our largest customers
  • Be a lead level III support engineer working on important customer accounts
  • Work with other team members in Atlassian offices globally
  • Improve our support capabilities, capacity, and quality for our largest customers
  • Perform root cause analysis, debugging and troubleshooting across one-to-many Atlassian products
  • Participate in customer-facing calls communicating progress updates, action plans, and resolution details

Requirements:

  • 5+ years of experience in a highly technical enterprise support role, preferably in a software development environment dealing with Java/J2EE application troubleshooting
  • Experience with operating systems (e.g., Linux, OS X, and Windows)
  • Understanding of application server technologies (e.g., Tomcat, Apache, WebSphere, JBoss)
  • Advanced relational database knowledge and experience with most common RDBMS (MySQL, Postgres, Oracle)
  • Advanced knowledge of version control systems such as Git/SVN
  • Serve as an expert, communicating with customers and stakeholders on detailed technical matters, providing progress updates to customers and their leadership, and communicating next steps
  • In addition to resolving complex technical issues, you will also need excellent communication skills to summarise work done and good judgement about when you need to escalate to get support from other teams
  • Advocate for the customer by representing their needs and perspectives to internal business and product teams
  • Assist your global teammates in driving tickets in your areas of expertise to resolution
  • You will be responsible for maintaining and driving a team culture where we constantly look to improve and deepen our technical knowledge, and you take responsibility for tough situations and your own technical growth

Nice to have:

  • Good to have advanced knowledge of computer networking (communication and transfer protocols such as SSL and TLS, load balancers, DNS, proxies, firewalls, authentication and authorisation protocols)
  • Good to have knowledge and hands-on experience with SSO/SAML technologies and user management tools like Apache Directory Studio to manage LDAP and Active Directory
  • Familiarity with Containerisation technologies such as Docker, Kubernetes and cloud platforms like AWS, Azure, GCP
  • Good to have experience with software development practices such as continuous integration and delivery
What we offer:
  • Health coverage
  • Paid volunteer days
  • Wellness resources

Additional Information:

Job Posted:
April 23, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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