We are seeking a passionate and experienced Enterprise Support Engineer to join our global support team. In this role, you will be responsible for managing and resolving our most critical customer issues. You will play a key role in improving customer experience, driving alignment across product and operations teams, and providing high-quality support to our largest and most important customers.
Key Responsibilities
- Issue Management. Own, troubleshoot, and resolve complex technical issues for enterprise customers, utilizing effective diagnosis, resolution techniques, and best practices.
- Customer Interaction. Lead customer-facing calls to communicate progress, action plans, and resolution details. Ensure transparency and maintain updates on cases.
- Technical Expertise. Perform triage, root cause analysis, debugging, and troubleshooting across various Atlassian products. Utilize APIs, REST calls, and SQL queries effectively.
- Collaboration. Advocate for customer needs with teams like Product Management or Software Engineering. Drive technical collaboration and engagement outside of Customer Support Services.
- Case Deflection & Automation. Contribute to case deflection initiatives and automation efforts to enhance customer self-help resources and overall support experience.
- Escalation Management. Handle high visibility escalations with executive levels, demonstrating a proven track record in de-escalating problematic situations and multitasking between tickets.
Qualifications
- Experience. Minimum of 8 years in technical support, software services, or system administration, with at least 3 years working with enterprise customers.
Skills
- Proficient in troubleshooting web technologies, networking, and APIs.
- Strong database skills, including writing and updating SQL queries.
- Experience with browser dev tools, frontend troubleshooting, and HAR file analysis.
- Understanding of network terminologies (DNS, DHCP, SSL, Proxy, TCP/IP) and basic network troubleshooting commands.
- Familiarity with identity terminologies (SSO, LDAP, Active Directory) and scripting languages (Shell, Python).
- Experience with Splunk and Java application support.
Essential Attributes
- Customer Focus. Dedicated to providing exceptional service and support to enterprise customers.
- Team Collaboration. Ability to work effectively within a global team and engage with various stakeholders.
- Process Improvement. Experience with process re-engineering and a solution-oriented mindset.
- Learning Aptitude. Eagerness to learn and adapt in a dynamic environment.
About Atlassian
At Atlassian, our goal is to unleash the potential of every team. Our software products support collaboration and make teamwork more effective, regardless of location. We value diversity and are committed to creating an inclusive environment where every Atlassian’s unique contributions drive our success.
Equal Opportunity Employer
Atlassian is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All information provided will be kept confidential according to EEO guidelines.