Senior Support Engineer - Bitbucket

Full Time

Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, every Atlassian will have the choice to work from an office or from home.

DUTIES:

RESOLVE CUSTOMER ISSUES FOR COMPANY’S CLOUD VERSION CONTROL PRODUCTS THROUGH CODE ERROR DIAGNOSIS, DEBUGGING, VALIDATION, AND ROOT CAUSE ANALYSIS USING KNOWLEDGE OF GIT, PYTHON AND RUBY. RESPONSIBLE FOR GLOBAL TECHNICAL ESCALATION MANAGEMENT TO ENSURE CUSTOMER SUCCESS WITH ATLASSIAN PRODUCTS USING KNOWLEDGE OF AWS AND SAAS. COMMUNICATE WITH CUSTOMERS TO RESOLVE APPLICATION ISSUES. ENABLE REPLICATION AND DEBUGGING OF ISSUES TO VERIFY PRODUCT RELATED BUGS. CREATE KNOWLEDGE-BASE ARTICLES AND DOCUMENTATION TO HELP CUSTOMERS HELP THEMSELVES. IMPROVE AND STREAMLINE INTERNAL PROCESSES TO MAKE OUR WORK OPERATIONALLY EFFICIENT. BUILD INTERNAL RELATIONSHIPS WITH DEVELOPMENT AND PRODUCT MANAGEMENT TEAMS TO HELP COMMUNICATE THE NEEDS AND URGENCY OF OUR CUSTOMERS. PERFORM CASE REVIEWS TO IDENTIFY TRENDS AND IMPROVEMENT AREAS AND DEFINE ACTION PLANS FOR SUPPORT ENGINEERS. DEVELOP TEAM IN BECOMING HIGHLY SKILLED SUPPORT ENGINEERS. DEFINE BEST PRACTICES AND IMPROVE METHODS TO BENEFIT USER EXPERIENCE WHILE BUILDING INTERNAL RELATIONSHIPS WITH DEVELOPMENT AND PRODUCT MANAGEMENT TEAMS TO HELP COMMUNICATE THE NEEDS AND URGENCY OF OUR CUSTOMERS. WORK ON MULTIPLE STRATEGIC PROJECTS SIMULTANEOUSLY. ACT AS A SUBJECT MATTER EXPERT FOR ALL TYPES OF TECHNOLOGIES ACROSS COMPANY’S CLOUD VERSION CONTROL PRODUCTS.

MINIMUM REQUIREMENTS:

MASTERS DEGREE IN COMPUTER SCIENCE OR A CLOSELY RELATED TECHNICAL FIELD AND TWO (2) YEARS OF EXPERIENCE IN DEVELOPING OR SCRIPTING IN A MAJOR LANGUAGE (.E. PYTHON, RUBY); CONTINUOUS DELIVERY AND BUILDING SYSTEMS SUCH AS AZURE, JENKINS, OR PIPELINES; OPERATING SYSTEMS (E.G. LINUX, OSX, WINDOWS); DATABASE CONCEPTS (ORACLE, SQL SERVER OR POSTGRESS); GIT, AWS AND SAAS SOFTWARE.

ALTERNATE REQUIREMENTS:

BACHELORS DEGREE IN COMPUTER SCIENCE OR A CLOSELY RELATED TECHNICAL FIELD OF STUDY PLUS FIVE (5) YEARS OF EXPERIENCE IN DEVELOPING OR SCRIPTING IN A MAJOR LANGUAGE (.E. PYTHON, RUBY); CONTINUOUS DELIVERY AND BUILDING SYSTEMS SUCH AS AZURE, JENKINS, OR PIPELINES; OPERATING SYSTEMS (E.G. LINUX, OSX, WINDOWS); DATABASE CONCEPTS (ORACLE, SQL SERVER OR POSTGRESS); GIT, AWS AND SAAS SOFTWARE.

SPECIAL REQUIREMENTS:

MUST PASS TECHNICAL INTERVIEW.
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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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