Support Engineer

• Responsible for delivering world-class customer support experience through Chat/Email/Phone as the medium of support, with Atlassian
• Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams
• Escalate issues in a timely manner according to Standard Operating Procedures
• Create new knowledge base articles to capture new learning’s for reuse throughout the organization
• Participate in technical communications within the Technical Support team to share best practices and learn about new technologies
• Focus on an area of technical specialization and attend technical training

• 3-5 years of experience in Technical Support, Software Services, and/or system administration for a large end-user community, preferably SaaS products
• Has supported customers over chat, email, phone, and screen-shares
• Experience working in a high case volume environment and ability to prioritize
• Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease
• Experience working with log searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools
• Experience with APIs and REST calls
• Usage of Browser dev tools, HAR File analysis, Splunk
• Front-end troubleshooting skills and an understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues

• Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML
• Experience working in a Linux environment
• Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP
• Familiarity with Cloud technologies, AWS will be a plus
• Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions

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