Job Description

Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

We have an office in Bengaluru but as we continue to expand our footprint in India, we can hire eligible candidates remotely anywhere in India

The Support Engineer (Cloud EMEA) isn’t just an ordinary Support Engineer role. As a Support Engineer you will be providing support 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 technical problem solving skills; and be someone who embraces challenges. The candidate must be able to work EMEA business hours and also during weekends to support business needs.

What’s in it for you?

• 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 Atlassian's roots as a successful entrepreneurial start up.
• 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

Responsibilities:

• Resolve customer’s issues via the telephone, email or a remote session
• Reproducing issues in-house and responding back in a timely manner
• Regular follow ups with customers with recommendations, updates and action plans.
• Escalate issues in a timely manner according to Standard Operating Procedures
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
• Create new knowledge base articles to capture new learning’s for reuse throughout the organisation.
• Participate in technical communications within the Technical Support team to share best practices and learn about new technologies
• Focus on an area of technical specialisation and attend technical trainings.
• Read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
• Works collaboratively with diverse global teams and drives inclusive work environments in accordance with Atlassian values

Competencies

• Customer Orientation
• Facilitating change
• Effective communication
• Change, Adaptability and Flexibility
• Team and Collaborative Working
• Logical, Vulnerable, Empathetic
• Be Inspirational

Technologies

• Networking
• SQL
• Linux
• Java Web Servers
• Cloud technologies

Experience

• Overall 4+ years of support industry experience
• Knowledge of SQL, Networking, Linux, Java Web Servers and knowledge in Cloud technologies.
• Have understanding of Network terminologies MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, Routing Protocols(BGP, EIGRP, OSPF)
• 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.
• Ability to follow standard engineering principles and practices.
• Logical approach to problem solving & Strong Troubleshooting experience
• Experience in working 24x7 support operations and with teams across multiple locations.
• Familiarity with Jira and Confluence will be an added advantage

To learn more about working with the Support Team at Atlassian, check out our Support Team page!

Our perks & benefits

To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.

About Atlassian

The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.

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 learn more about our culture and hiring process, explore our Candidate Resource Hub.