Senior Support Engineer, Ecosystem

vor 2 Monaten

Perth, Österreich Atlassian Vollzeit
Do you love helping developers solve challenging technical problems? Do you enjoy working with all types of developers from around the world? In this position, you’ll empower a wide range of developers that build for the Atlassian Ecosystem, including some of our Marketplace and Strategic partners.Our Senior Support Engineer, Ecosystem role is a blend of technical and customer-facing engagements, where you provide support for our developer and partner community (via JSD and online dev community) and help them to effectively build new apps and integrations, as well as a wide range of Marketplace questions. In this role, you will be working across the Atlassian product suite, for both server and cloud hosting.In this role, you will be:

… working with Atlassian ecosystem developers and partners, helping them to build apps, customizations and migrate their apps from server to cloud and between different platforms (Connect to Forge)… helping our Ecosystem partners with a wide range of Marketplace questions… the first line of defense in HOT incident management, including looping in relevant product teams and timely communicating the status of investigations to the developer community… partnering with relevant product and engineering teams internally to get help on the most complex cases… building monthly top driver reports to equip peer teams with data insights to influence product teams… serving as an escalation point for the most complex cases from Ecosystem Support team… coaching the support team… building escalation processes between Ecosystem Support and engineering teamsOn your first day, we'll expect you to have:

At least 5+ years of experience in technical/developer and marketplace support roles (where developers and/or partners are the end-user)Exceptional prioritization and organization skills, that allow you to work on multiple customer migrations simultaneouslyDemonstrable ability to de-escalate difficult situations with customers/developersAbility to write, review, or modify scripts (python, bash/shell, node)Experience calling JSON APIs and parsing WebHooksBasic knowledge of Identity providers (OAuth, JWT, SSO, SAML, LDAP, AD)Strong analytical skills, ability to tackle problems, learn new technologies, and enthusiasm to continually evolve as a technical expertExhibit strong team-oriented interpersonal skills and the ability to effectively work with a wide variety of people and rolesExceptional soft skills, both internal and external communications via email and slackTrack record of coaching team membersExperience with building and adopting cross-functional processesDon’t see an exact role match? No problem Join our Talent Community and stay up-to-date on company and careers updates relevant to your career.

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