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 from an office (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. Our office is in Bengaluru, but we offer flexibility for eligible candidates to work remotely across India. Whatever your preference-working from home, an office, or in between- you can choose the place that\'s best for your work and your lifestyle. If you are passionate about working with smart teams and passionate about providing high-quality service to the world\'s largest customers this role could be perfect for you! We are looking for customer champions who drive alignment and impact across product and operations teams. You are focused on improving broader customer experience and having a visible global impact on processes, products, and teams. In this role you will: Be part of the global technical escalation management to ensure customer success with Atlassian products Use professional written and verbal communications to a customer base to resolve application issues Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis Creation and curation of knowledge-base articles and documentation to help customers help themselves Perform case reviews to identify trends and improvement areas and define action plans for support engineers Evaluate active tickets, prioritizing workload, strategic projects, and monitoring queue health Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers Advocate for our customers, influence product direction through customer feedback Developing your team in becoming highly skilled support engineers with subject matter expertise in all types of technologies across the Atlassian stack Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues. Work collaboratively with diverse global teams and drives inclusive work environments in accordance with Atlassian values. On your first day, we\'ll expect you to have: 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 cross-functional teams like Product Management or Software Engineering. Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions). Basic qualifications 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. Strong database skills, with the expertise to write and update SQL queries. Strong 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. Good to have skills 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.) Competencies required Customer Focus & Adaptability Effective communication Team and Collaborative Working Process re-engineering with a Solution Mindset Learning Aptitude More about our team: The team is filled with customer-focused individuals that champion and support industry-leading products used by a growing list of 100+K customers globally. We challenge one another every day and hold ourselves accountable for our work product, as well as our customer\'s overall success. We all enjoy the interactions with customers, problem-solving, digging into complex issues, and actively championing for customers within Atlassian. We wake up every morning asking ourselves how we can improve the customer\'s experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. We are at our best when problems seem the hardest, pushing to identify root causes and solutions. We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and all about providing legendary service to our customers. Our perks & benefits To support you at work and play, our include ample time off, an annual education budget, paid volunteer days, and so much more.

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