Principal Engineer -Migrations

java linux cloud aws
Jul 28 2020
Full Time

Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.


If you are passionate about working with smart teams and passionate about providing high-quality service to the world's largest customers this role could be perfect for you. We are looking for customer champion who drives alignment and impact across product and operations teams. You are focused on improving broader customer experience and having a visible global impact on process, product and team.
 
You will be a part of our Enterprise Support team, which is focused on providing advanced support and product expertise to our largest customers. In this role, you will be a lead level III support engineer working on our most important customer accounts. You will work with other team members in Atlassian offices around the globe. You will be part of a growing team of specialists improving our support capabilities, capacity, and quality for our largest and most sophisticated customers.
 
You will be a key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian, and creating a wide and loyal customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging and troubleshooting across one-to-many Atlassian products. As part of the team, you will receive on-boarding training to make you a specialist in one or more of our products, system technologies, and network technologies. You will lead and participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details. You will be part of a team ensuring we have customers for life. If this sounds interesting to you, apply and become part of our global team of engineers practicing a follow-the-sun methodology with our other offices around the world to deliver the best support possible for our high-priority customers.

Whats in for you

  • The entire Atlassian team has created a unique business environment -- one of energy, creativity, and collaboration.
  • The atmosphere is fun, casual, and inviting, in keeping with Atlassian's roots as a successful entrepreneurial start up.
  • We are guided in our efforts by a strong set of corporate values:
  • Open Company, no bullshit
  • Play, as a team
  • Build with heart & balance
  • Be the change you seek
  • Don’t #@!% the customer

Competencies

  • Customer Orientation
  • Facilitating change
  • Effective communication
  • Change, Adaptability and Flexibility
  • Team and Collaborative Working
  • Logical, Vulnerable, Empathetic
  • Be Inspirational

Experience

  • 10+ years of experience in support, software services, and/or system administration for a large end-user community
  • 3+ years’ experience in working with enterprise customers in a high touch model
  • Strong database skills, with the expertise to write and update complex SQL queries with ease
  • Deep understanding of operating systems (e.g. Linux, OS X, and/or Windows)
  • Deep understanding of networks and relevant technologies, including proxies, load balancers, LDAP, SSO, SAML, Active Directory, SSL, etc
  • Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, JBoss, etc.)
  • Fair expertise to write, review, or modify Scripts (Python, bash/shell)
  • Understanding of APIs, REST calls and CLI tooling.
  • Understanding of third party tooling such Splunk, Tampermonkey and GSuite products.
  • Jira or Confluence experience desirable
  • Has an understanding of Cloud based PaaS and some high level benefits
  • Understanding of Java, especially the JVM components
  • Proactively identify knowledge opportunities when new technologies are included in the
  • stack and multiplies the knowledge within the team (Synchrony, AWS, Azure)
  • Be a coach to others on how to perform strong technical, soft skill, and behaviouralinterviews
  • Be a coach with how to present clear interview feedback for technical, soft skills, and
  • Enterprise Support characteristics in both debriefs and write-ups
  • Able to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress and next steps
  • Ability to problem solve complex tickets, summarize root cause, recommend solutions and then escalate when appropriate
  • Act as a customer champion by being the voice of the customer Check communication
  • channels to stay on top of and communicate effectively and proactively with the company or team updates
  • Be the example that continues to drive until root cause is established with clear plans to resolve the customer issues.
  • Assist your global teammates and serve as escalation point in driving complex tickets in your areas of expertise to resolution.
  • Challenges others to provide and dig into context and rise to tough occasions
More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. 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.
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