Enterprise Support Engineer
vor 4 Stunden
Support | Sydney, Australia | Remote, Remote | Full-TimeOur Support Engineering teams practice a follow-the-sun methodology.
Atlassian supports remote or hybrid work in our Sydney office.
We're able to hire eligible candidates for this role who are based anywhere in Australia.Your Future TeamThe work we do in Customer Support Services (CSS) is a mixture of a customer focus, technical prowess, and deep listening.
Our goal is to create customers for life through honest conversations, openness, and responsive problem-solving.
We're often the first team a customer interacts with, so we look for solution-focused people with the drive to push the Atlassian experience forward, unleashing every customer's potential and helping teams turn ideas into reality with our extraordinary collaboration tools.What you'll doReporting to the Support Manager, you'll perform troubleshooting, debugging, and root cause analysis for Atlassian's Java-based web applications across operating systems, databases, and networking technologies.Take the lead in communicating and troubleshooting with customers through various channels to investigate their concerns, provide regular progress updates, share action plans, and details on the resolution.Execute with a solution-focused mindset and technical expertise, collaborate to unblock and supplement knowledge gaps to move issues forward.Bring new and improved support approaches to Atlassian and be recognized globally as a knowledge multiplier, uplifting our teams' technical skill.Be an advocate for customers by understanding their use cases and identifying trends to influence feature requests and bug fixes.Your backgroundTypically 6 > 8+ years experience as an Application Support Engineer, Product Support Engineer, Systems Engineer, or similar role working in highly technical customer-facing On-Premise environments.Intermediate to advanced level of knowledge across operating systems and technologies including Windows/Linux, JVM, SQL, TCP/IP, Proxies, LDAP, Active Directory, and SSL/TLS.Demonstrated ability to exceed customer expectations displaying a high degree of empathy and curiosity whilst diagnosing complex technical issues effectively and efficiently.Motivation to enhance team collaboration and embrace group contribution with a passion for learning new technologies and how to utilize them in a customer-facing environment.Enthusiasm in leading continuous improvement initiatives that enhance team performance metrics, efficiencies, customer outcomes, and capabilities.Don't see an exact role match?
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