Cloud Support Engineer

cloud java linux
Oct 12 2020
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.

The Cloud Support Engineer isn’t just an ordinary Cloud Support Engineer role. As a Cloud Support Engineer you will be providing support to customers, using Atlassian products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.

In this role you will:

  • Partner with Atlassian customers (via ticketing system) and delight them with legendary customer service through your technical and excellent communication skills.
  • Resolve customer’s issues via the telephone, email or a remote session
  • Reproducing issues in-house and responding back in a timely manner
  • Regular follow ups with customers with recommendations, updates and action plans.
  • Escalate issues in a timely manner according to Standard Operating Procedures
  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
  • Create new knowledge base articles to capture new learning’s for reuse throughout the organisation.
  • Participate in technical communications within the Technical Support team to share best practices and learn about new technologies
  • Focus on an area of technical specialisation and attend technical training.
  • Work with other Technical Support Engineers on cases which will help cultivate expertise.
  • Works collaboratively with diverse global teams and drive inclusive work environments

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

  • Significant years of support industry experience
  • Knowledge of SQL, Networking, Linux, Java Web Servers and knowledge in Cloud technologies.
  • Have an understanding of Network terminologies MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, Routing Protocols(BGP, EIGRP, OSPF)
  • Fluent written and verbal communication skills in English.
  • Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations
  • Strong aptitude for learning new technologies and understanding how to utilise them in a customer facing environment.
  • Ability to follow standard engineering principles and practices.
  • Logical approach to problem solving & Strong Troubleshooting experience
  • Familiarity with Jira and Confluence will be an added advantage
More about our team:

The team is filled with customer focused individuals that champion and support industry-leading products used by a growing list of 85K customers globally. 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. We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems.

We are at our best when problems seem the hardest, pushing to identify root causes and solutions. We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and all about providing legendary service to our customers.

To learn more about working with the Support Team at Atlassian, check out our Support Team page!

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.

Atlassian is committed to providing reasonable accommodations to all individuals participating in the application and interview process, and while performing job functions. Please note that you will have the opportunity to request accommodations at each stage of the assessment process. To request accommodations before scheduling an interview, please reach out to atlassian-accommodations@atlassian.com and someone will follow up shortly.

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.
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