Educational requirements: Bachelor
English requirements: Competent English
Requirements for skilled employment experience for years: 3-5 years
Required residence status: Temporary visa, Permanent resident, Citizen
Accept remote work: unacceptable
5 Years experience with technical support, software services, and/or system administration for a large end-user community.
7 Years experience working in a highly technical environment, interacting with customers and exceptional communication skills.
Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills.
Passion for providing legendary service to our Small, Medium and Enterprise Business customers, using Atlassian Cloud products.
Ability to diagnose and fix technical issues in a timely manner and help customers get the most out of their Atlassian investment.
Advanced experience with IT Operations, Application Support, Cloud technologies and operating systems.
Deep understanding of TCP/IP, SSL/TLS, CDN, Browser/Dev Tools, HTTP, Mail, Database Queries and Java Source.
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.
Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and mentoring your team.
Excellent written communication skills with the ability to explain complex topics in easily understood, concise language [English] over email, phone or screen-shares.
In this role you will:
Own Internal and Developer escalations driving points of friction to resolution. Then 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.
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, prioritising workload, strategic projects, and monitoring queue health.
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.
