Cloud Support Engineer

cloud java aws azure
Apr 06 2021
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, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.

We're looking for a Technical Support Engineer to join our team with the goal of making our customers awesome. You will join a growing team of specialists improving our support capabilities, capacity, and quality for our customers in Japan.
 
More about you:

You will be key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian, building a wide and loyal customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging, and solving 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.

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

  • 3+ years of experience in technical support, software services, and/or system administration for a large end-user community;
  • Fluent in Japanese for both writing and speaking;
  • Experience with critical issue handling and strong troubleshooting skills;
  • Experience with writing database queries and running updates;
  • Experience with SSO, SAML, Active Directory, etc;
  • Experience with APIs and REST calls;
  • Experience in understanding and supporting Java apps;
  • Familiarity with Cloud technologies such as AWS, Azure, GCP;
  • An understanding of Network terminologies, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, TLS/SSL, Routing Protocols;
  • Experience with Splunk and/or Sentry is nice to have!
  • Experience with ITSM tools is nice to have, such as on-call management service!
  • Experience with Atlassian products is nice to have, especially for Jira Service Management and Opsgenie!
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 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.

Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.
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