Senior Support Engineer - AVP

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 have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Position Summary

The Senior Support Engineer is responsible for improving the customer experience with Atlassian products by resolving complex technical issues, mentoring support engineers, and driving continuous improvement in support processes. This role involves technical leadership, escalation management, and collaboration with cross-functional teams to ensure customer success and satisfaction
Key Responsibilities

• Act as the primary escalation point for complex technical issues within a product domain.

• Troubleshoot, debug, and perform root cause analysis on customer issues, including code-level diagnosis.

• Provide technical leadership and mentoring for Support Engineers.

• Communicate effectively with customers via email, phone, and screen-share to resolve application issues.

• Create and curate knowledge-base articles and documentation to help customers self-serve.

• Collaborate with engineering and product teams to resolve high-priority issues and influence product improvements.

• Lead or participate in support improvement projects and process re-engineering initiatives.

• Perform case reviews to identify trends and contribute to continuous improvement.

• Participate in on-call rotations, including weekends and holidays as required

Required Skills & Experience

• 9+ years of experience in technical support, software services, or system administration, preferably in a SaaS or software environment.

• Advanced troubleshooting skills across operating systems (Linux, Windows, OSX), databases (SQL), and application servers (Tomcat, Apache, etc.) and Thread Dumps

• Experience with Jira (Core, Software, Service Management) and Atlassian Analytics or similar visualization/reporting platforms.

• Experience with APIs, REST calls, SSO, SAML, Active Directory, and networking fundamentals (TCP/IP, SSL/TLS).

• Demonstrated ability to mentor and coach other support engineers.

• Excellent written and verbal communication skills, with the ability to explain complex topics clearly.

• Strong analytical and problem-solving skills; ability to prioritize and manage multiple tasks.

• Experience working independently and as part of a global team

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 go.atlassian.com/perksandbenefits.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.