Senior Enterprise Support Engineers

senior linux
Jun 07 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.

JOB DUTIES:

RESPONSIBLE FOR DIRECTLY IMPACTING END-USER EXPERIENCES THROUGH ADVANCED TROUBLESHOOTING AND CONFLICT RESOLUTION, IN COLLABORATION WITH THE COMPANY’S SOFTWARE ENGINEERS. ENSURE END-USER SATISFACTION THROUGH GLOBAL TECHNICAL ESCALATION MANAGEMENT OF THE COMPANY’S PRODUCTS/SERVICES. ADDRESS AND RESOLVE APPLICATION ISSUES THROUGH INTERACTION WITH END-USERS AND INTRA-COMPANY PERSONNEL. CREATE AND CURATE KNOWLEDGE-BASED ARTICLES AND DOCUMENTATION TO ALLOW END-USERS TO DIRECTLY ADDRESS THEIR OWN TECHNICAL ROADBLOCKS. VERIFY BUGS AND WORK COLLABORATIVELY WITH CROSS-UNIT ENGINEERING PERSONNEL TO ADDRESS THESE ISSUES. STREAMLINE AND AUTOMATE INTERNAL PROCESSES TO ENSURE OPERATIONAL EFFICIENCY. PERFORM CASE REVIEW TO IDENTIFY TRENDS AND IMPROVEMENT AREAS, IN ORDER TO DEVELOP ACTION PROJECT ROADMAPS FOR SUPPORT ENGINEERS. EVALUATE ACTIVE TICKETS, PRIORITIZE STRATEGIC PROJECTS, AND MONITOR WORKLOAD AND QUE HEALTH. BUILD INTERNAL PROCESSES DESIGNED TO ENSURE HIGH LEVELS OF EFFICIENCY WHEN ENGAGING WITH INTERNAL CROSS-UNIT PRODUCT AND DEVELOPMENT PERSONNEL, IN ORDER TO DIRECTLY ADDRESS URGENT END-USER NEEDS. ANALYZE END-USER FEEDBACK TO PROVIDE ACTIONABLE PRODUCT METRICS FOR USE BY KEY BUSINESS DECISION MAKING PERSONNEL IN THE PRODUCT BUSINESS UNIT. APPLY DOMAIN EXPERTISE IN ENSURING EFFICIENT WORK WITHIN THE SUPPORT ENGINEER UNIT ACROSS THE COMPANY’S STACK.

MINIMUM REQUIREMENTS:

MASTER’S DEGREE IN COMPUTER SCIENCE, SOFTWARE ENGINEERING OR A RELATED FIELD OF STUDY PLUS TWO (2) YEARS OF EXPERIENCE IN CRITICAL ISSUE HANDLING, SUPPORT, SOFTWARE SERVICES, AND/OR SYSTEM ADMINISTRATION FOR A LARGE END-USER COMMUNITY INCLUDING TWO (2) YEARS OF EXPERIENCE WITH OPERATING SYSTEMS (E.G. LINUX, OS X, AND/OR WINDOWS); NETWORKS AND RELEVANT TECHNOLOGIES, INCLUDING PROXIES, LOAD BALANCERS, LDAP, ACTIVE DIRECTORY, SSL, ETC.; APPLICATION SERVER TECHNOLOGIES (E.G. TOMCAT, APACHE, WEBSPHERE, JBOSS, ETC.) AND SQL DATABASES.
ALTERNATE REQUIREMENTS: BACHELOR’S DEGREE IN COMPUTER SCIENCE, SOFTWARE ENGINEERING OR A RELATED FIELD OF STUDY PLUS FIVE (5) YEARS OF EXPERIENCE IN CRITICAL ISSUE HANDLING, SUPPORT, SOFTWARE SERVICES, AND/OR SYSTEM ADMINISTRATION FOR A LARGE END-USER COMMUNITY INCLUDING FIVE (5) YEARS OF EXPERIENCE WITH OPERATING SYSTEMS (E.G. LINUX, OS X, AND/OR WINDOWS); NETWORKS AND RELEVANT TECHNOLOGIES, INCLUDING PROXIES, LOAD BALANCERS, LDAP, ACTIVE DIRECTORY, SSL, ETC.; APPLICATION SERVER TECHNOLOGIES (E.G. TOMCAT, APACHE, WEBSPHERE, JBOSS, ETC.) AND SQL DATABASES.

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.

If your experience looks a little different from what we’ve identified and you think you can rock the role, we’d love to learn more about you.

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

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Apply Now
Share this job: