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Senior Support Engineer

Senior Support Engineer

Atlassian

8 - 10 years

25 - 30 Lacs

Bengaluru

Posted:1 day ago| Platform:

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Skills Required

Automation Networking LDAP Focus Active directory DNS Technical support DHCP Python System administration

Work Mode

Work from Office

Job Type

Full Time

Job Description

Working at Atlassian

Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

To help our teams work together effectively, this role is fully remote, but requires you to be located in India.

Were looking for a Full Stack Software Engineer to join our team, passionately focused on delivering creative improvements for our engineering teams.

Your future team

To become a 100-year company, we need a world-class engineering organisation made up of empowered teams who have the tools and infrastructure to do the best work of their careers.

As part of a unified R&D team, Engineering is prioritising key initiatives which support our customers in moving to cloud while simultaneously continuing to bring the most value to our customers through investments across our core product suite - including Jira, Confluence, Trello, and Bitbucket.

Were looking for people who want to write the future and who believe that we can accomplish so much more together

","responsibilities":"

Responsibilities

Own, troubleshoot, and solve complex customer technical issues through effective diagnosis, resolution, collaboration, and troubleshooting best practices. Maintains transparency within and across teams, and maintains updates on the case.
Refer to internal databases or external resources to provide prompt and accurate resolution/feedback to customers.
Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customers support experience. Experience in handling high visibility escalations.
Understand customer issues and advocate for their needs proactively with teams like Product Management or Software Engineering. Drive technical collaboration & engagement outside of CSS (Product Engineering teams / Services / Support / Regions).

Qualifications

Your background

8+ years of experience in technical support, software services, and/or system administration for a large end-user community.
3+ years of experience in working with Enterprise customers.
A proven track record to de-escalate problematic situations with customers, working with executive levels, while multi-tasking between tickets, and mentoring your team.
Experience supporting customers over email, phone, and video calls.
Essential skills
- Good experience with APIs and REST calls.
- Good database skills, with the expertise to write and update SQL queries.
- Good troubleshooting skills on Internet technologies like web-tech, email, networking, rest APIs, etc.
- Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis
- An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, TCP/IP, and identifying underlying network issues.
- Experience with Splunk, Experience understanding and supporting Java apps.
- Understanding of Identity terminologies (SSO, LDAP, Active Directory, Oauth).
- Familiarity with one or more of the scripting languages (Shell/Python etc.)
- Customer Focus
- Team and Collaborative Working
- Process re-engineering with a Solution Mindset
- Learning Aptitude

","qualifications":"

Benefits & Perks

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. To learn more, visit

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Senior Support Engineer