As a Support Engineer at Atlassian, you will play a pivotal role in delivering world-class customer support to our Standard and Premium customers. You will join a passionate, dynamic Cloud support team, where you’ll troubleshoot and resolve technical issues via chat, providing timely and efficient solutions. Your ability to diagnose, isolate, and fix issues will be key to your success in this role. You must embrace challenges, thrive in a fast-paced environment, and be a motivated self-starter who takes ownership of technical issues from start to finish.
Key Responsibilities
- Provide exceptional customer support through chat, offering clear communication and efficient troubleshooting.
- Take ownership of customer issues by isolating, diagnosing, and solving technical problems with attention to detail and professionalism.
- Work collaboratively within the team, following best practices to troubleshoot, resolve, and document solutions.
- Escalate issues in line with Standard Operating Procedures, ensuring timely resolutions.
- Contribute to knowledge management by creating helpful and insightful knowledge base articles for internal use.
- Participate in ongoing technical training, expanding your expertise in specialized areas.
- Engage in technical discussions with team members to share knowledge and best practices.
Required Competencies
- Customer Orientation. Deep focus on customer needs, delivering excellent service and support.
- Effective Communication. Ability to communicate complex technical information in a clear, concise manner.
- Adaptability. Comfortable with changes and challenges, willing to learn and adapt to new technologies and processes.
- Collaborative Working. Team-oriented with strong collaboration skills to solve issues and share knowledge effectively.
- Learning Aptitude. Strong desire to continuously improve skills and keep up with evolving technologies.
Qualifications and Experience
- 1-3 years of experience in Technical Support, Software Services, or System Administration, preferably in a SaaS environment.
- Proficient in handling customer support via chat, email, phone, and screen sharing.
- Comfortable working in a high-volume environment and adept at prioritizing tasks effectively.
Must-Have Skills
- Strong understanding of SQL with the ability to write and update queries.
- Experience with log searching, monitoring, and analyzing machine-generated data using web-based tools.
- Knowledge of APIs and experience with making REST calls.
- Front-end troubleshooting experience, with a solid grasp of networking terminologies like DNS, DHCP, SSL, and proxy/firewall configuration.
Good-to-Have Skills
- Familiarity with Browser Dev Tools, HAR file analysis, and Splunk.
- Experience with OAuth-based authentication, SSO/SAML, and related security protocols.
- Comfortable working in a Linux environment and familiar with mail protocols like SMTP/POP/IMAP.
- Understanding of Cloud technologies, particularly AWS.
- Experience troubleshooting Java-based applications, including analyzing stack traces and exceptions.
Why Atlassian
We are motivated by a singular goal: to help teams unleash their full potential. Our products are designed to support teamwork, making what is impossible for one person achievable together. Atlassian’s culture thrives on inclusivity, collaboration, and diversity, ensuring that everyone’s perspective is heard and valued. We never discriminate based on race, religion, national origin, gender identity, sexual orientation, or any other status. All applicants are treated with fairness and confidentiality.