Support Engineer - Loom

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.

The Support Engineer (Cloud APAC) isn-t just an ordinary Support role. As a Support Engineer you will provide multi-channel support, including via phone and email, to customers using Atlassian products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and problem solving skills; and be someone who embraces challenges. The candidate must be able to work APAC business hours and also be flexible to assist during weekends as needed to support business needs.

• The entire Atlassian team has created a unique business environment -- one of Energy, Creativity, and Collaboration.

• The atmosphere is fun, casual, and inviting, in keeping with Atlassians roots as a successful entrepreneurial start up.

• A good transition for you, if you want to pivot & grow in the technical support world.

• We are guided in our efforts by a strong set of corporate values:

  • Open Company, no bullshit

  • Play, as a team

  • Build with heart & balance

  • Be the change you seek

  • Don-t #@!% the customer

• Be responsible for resolving customer configuration issues and responding to customer questions reported by email & chat, ensuring all processes and agreed upon standards are followed.

• Ensure that customers have a positive experience with Atlassian Cloud products.

• Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.

• Contribute to our Product knowledge through Knowledge base articles and our Standard Operating Procedures (SOPs), helping us stay current on case management content

• Assist our APAC customers: 4:30 AM to 1:30 PM IST shift and occasionally work on weekends as On-Call engineer.

Qualifications

• Overall 1+ years of customer or support facing industry experience

• Have an understanding of

  • IaaS, PaaS and SaaS concepts

  • Understand purpose of AWS Services like S3

  • Key web technologies, browser behaviours, and troubleshooting tools including DevTools, HAR files, caches, cookies, and security settings

  • DNS record types A, CNAME, TXT and is able to implement networking concepts in debugging real-world networking issues

• Nice to have basic experience:

  • Using IdP, SP Architecture and hands on experience with debugging SSO issues

  • Of industry-standard email protocols (POP, IMAP, SMTP).

• We-re looking for individuals who have a customer centric mindset, can adapt quickly, are curious, resilient, have quick learning ability, growth mindset, and a solution-based approach inline with Atlassian-s Core values.

• Fluent written and verbal communication skills in English.

• Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations

• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.

• Logical approach to problem solving & strong troubleshooting experience

• Experience working with peers/teams across multiple locations in an added advantage.

• To have flexibility to cover a fixed shift through weekends on rotation basis to meet the needs of our customers

• You may be required to pivot focus towards a dedicated support channel (i.e. Chat) to meet the needs of our customers

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