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Senior Cloud Support Engineer

Private Company - Sydney, NSW

Source: uWorkin


Our Cloud SMB Support team is passionate about providing support and product expertise to our Standard and Premium customers. You will be part of a team of engineers improving our support capabilities and quality for our Cloud customers. You will work with product specialists within Jira to support our customer base.

Senior Cloud Support Engineer is a highly proficient engineer who resolves all types of issues and enables the team to deliver the best end-to-end customer experience. They identify operational trends and work with cross-functional teams to drive product improvements and key support initiatives. You are the go-to person for any technical challenge raised by the Team. 

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

  • Passion for providing legendary service to our Small and Medium-sized Business customers, using Atlassian Cloud products.
  • Self-organised, adapt quickly, resourceful, resilient, have fast learning ability, learn-it-all attitude, systems thinking, and a solution-based approach.
  • Ability to diagnose and fix technical issues in a timely manner and help customers get the most out of their Atlassian investment.
  • You have extensive experience in a highly technical environment, interacting with customers and exceptional communication skills.
  • Advanced experience with IT Operations, Application Support, Cloud technologies, operating systems and SQL databases
  • Deep understanding of TCP/IP, SSL/TLS, CDN, Browser/Dev Tools, REST API/ HTTP, Mail, Database Queries and Java Source
  • You are comfortable using the command line.
  • Really want to win us over? You can tell us about your experience using Jira Core and Jira Software

In this role you will:

  • Own Internal and Developer escalations driving points of friction to resolution. They show initiative to take immediate action when confronted with a problem and proactively work on potential solutions.
  • Demonstrate your operational experience to identify trends, drive team tactics and contribute to continuous improvement initiatives.
  • Help develop the team by conducting brown bags and delivering feedback.
  • Drive collaborative discussions within the Team, challenge thought processes, and encourage peers to see them through.
  • Be a role model of Atlassian values and culture, actively shaping and inspiring people around them.
  • Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.
  • Provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners and others regarding how to properly implement Jira Core and Jira Software
  • Periodically collaborate to develop and implement operational improvements. Also, you may be asked to represent Atlassian at events (Technical conferences, Meetups, etc.).

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.