Senior Enterprise Support Engineer

May, 13
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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.
Here at Atlassian, we help teams turn ideas into reality with our world-class collaboration tools. Atlassian Support Engineers work directly with our customers to help unlock the potential in teams around the globe by troubleshooting, debugging, and answering questions about our products to ensure that we always provide a best-in-class service.
The Senior Support Engineer role is a part of our growing, global support team focused on providing high-quality support to Atlassian's customers. You'll help us to grow our support capabilities and will help us to maintain our high quality of support at scale. The Senior Engineer will report to the Support Manager as a 2IC and senior member of the support team, addressing the most difficult technical issues and resolving elusive or long-standing technical problems. The Principal Engineer has three primary responsibilities. First and foremost is to ensure that Atlassian customers receive professional and helpful responses to their support requests. The second, is to participate in building the capabilities of the Customer Support Services organisation. Third, is to contribute to the development and improvement of Atlassian products. Senior Support Engineers (working with Senior Leadership, Support Management, Service Enablement, Product Leads, Learning and Development, Engineering, and other departments) are also typically engaged in small to large-scale special project assignments, regionally or globally, to help enhance the customer experience.
If you love solving the deepest and most challenging problems, enjoy working with all types of customers from around the world, and love variety, this is the perfect role for you!

On your first day, we'll expect you to have:

    • Typically 8 or more years work experience in a highly technical environment
    • Typically 6+ years customer-facing (internal or external) experience
    • Typically 2+ years work experience leading continuous improvement efforts that have improved own team's performance metrics, efficiencies, customer outcomes and/or capabilities
    • High respect for the value of teamwork, able to contribute to the entire group
    • The mindset to achieve or exceed customer expectations
    • A passion for learning new technologies and how to utilise them in a customer-facing environment
    • An ability to detect and diagnose complex technical issues effectively and efficiently
    • A high degree of empathy for the customer experience
    • A strong ability to manage multiple tasks with varying levels of priority and urgency

In this role you will:

    • Provide Atlassian's legendary technical support through written and verbal communication with customers in various types of roles while building positive customer relationships
    • Lead customer-facing calls, communicating progress updates, manage expectations, action plans, and resolution details, driving customer success
    • Perform problem evaluation, root cause analysis, debugging, reproduce issues, and troubleshoot Atlassian products and with other technologies our products work with
    • Be the point person in handling escalations from some of our largest customers and collaborating with other teams to bring them to resolution
    • Work to provide a consistent quality experience, bringing new and improved support methodologies to Atlassian, and creating a wide customer base, loyal to the Atlassian brand and products
    • Be a globally recognised knowledge multiplier, uplifting our teams technical skill level, and a vocal customer champion focusing on improving the broader customer experience
    • Have a visible global impact on process, product, and team by influencing our operational standards and product direction
    • Understand customer use cases and advocate for their needs to influence feature requests and bug fixes
    • Grow knowledge-base articles, standard operating procedures and best practices, and documentation for both end-users and the global support team
    • Work collaboratively with our diverse teams, sharing best practices, and living our Atlassian values
The Support team is growing by leaps and bounds to keep up with the rapid pace of Atlassian customers (this is a good problem to have). With this increase, stellar customer service and satisfaction remains our number one goal and supporting that in all ways possible.
Your team will be open, accepting, with varied backgrounds and talents, located around the globe and focused on providing legendary support to our customers. We pitch in when issues arise, but always remember to have fun and celebrate our successes. When problems seem the hardest we are at our best, pushing hard for the cause and a solution. We all enjoy working with customers, problem-solving, digging into complex issues, and advocating for for customers within Atlassian.
We believe that through our roles we positively impact millions of end-users and their experience with Atlassian products.
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.
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