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Principal Enterprise Support Engineer

Private Company - Sydney, NSW

Source: uWorkin


The Principal Enterprise Support Engineer is a part of our Server Support team, which is passionate about providing advanced support and product expertise to our largest customers.

More about you:

You will be a recognised multiplier for your teams and customer champion who will focus on improving the broader customer experience. You will have a visible global impact on process, product, and team by influencing our operational standards and product direction. You will be seen as strong multiplier who drives departmental success by ensuring customer needs are addressed effectively.

You will be key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian, building a wide and loyal customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging and solving across one-to-many Atlassian products. You will lead and participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details.

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

  • A significant number of years in a senior support role, software services, and/or system administration for a large user base.
  • Extensive experience with Java application troubleshooting
  • Deep understanding of operating systems (e.g. Linux, OS X, and/or Windows)
  • Understanding of networks and relevant technologies, including proxies, load balancers, LDAP, Active Directory, SSL, etc.
  • Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, JBoss, etc.)
  • Experience with SQL databases
  • Experience with coaching and mentoring team members for success.
  • Experience in critical issue handling;
  • Experience in working with enterprise customers
  • Experience working on extremely complex issues with high levels of urgency. 

It's great, but not expected for you to have:

  • Extensive experience with multiple Atlassian products in particular Jira.

More about our team:

The team is filled with customer focused individuals that champion and support industry-leading products. 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.

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.

Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.