Senior Support Engineer, Atlassian

Atlassian

Location:
India, Bengaluru

Category:
IT - Administration

Contract Type:
Not provided

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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Senior Support Engineer