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18

February

Enterprise Cloud Support Engineer

Private Company - Sydney, NSW

IT
Source: uWorkin

JOB DESCRIPTION

We are looking for customer champions who drive alignment and impact across product and operations 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.

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

  • Extensive experience with technical support, software services, and/or system administration for a large end-user community.
  • Experience in working with Enterprise customers.
  • Strong database skills, with the expertise to write and update SQL queries with ease
  • Deep understanding of SSO, SAML, LDAP, Active Directory, SSL, etc
  • Experience with Splunk
  • Experience with APIs and REST calls
  • Experience understand and supporting Java apps, especially the JVM components.
  • Familiarity with Cloud technologies, Jira and Confluence will be an added advantage.
  • Have an understanding of Network terminologies MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, Routing Protocols (BGP, EIGRP, OSPF).
  • Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and mentoring your team
  • Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills.
  • Excellent communication skills, possessing the ability to support customers over email, phone or screen-shares
  • Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
  • Able to effectively communicate as the internal specialist with customers at an executive level on in-depth technical details, progress, and next steps.

More about Atlassian

At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.