Support Engineer - Frontline (Cloud EMEA)

Atlassian

3.5

(8)

Bengaluru, India (Remote)

Why you should apply for a job to Atlassian:

  • 75% would recommend this company to other women
  • 57% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Atlassian supports remote work, allowing employees to choose their preferred locations for increased flexibility.
  • Atlassian fosters diversity with 9 ERGs, focusing on Women+ for career growith, inclusive culture, and community impact.
  • Up to 20 weeks in supplemental wage payment the first year following birth, adoption/fostering, or parentage via surrogacy.
  • #13706

    Position summary

    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

    • Be responsible for resolving customer configuration issues and responding to customer questions reported by email & chat, ensuring all processes and agreed upon standards are followed.

    • Leverage your experience and operational know-how to not only identify gaps and opportunities but also to suggest potential solutions

    • You will drive collaborative discussions within the Team, challenge thought processes, and encourage peers to see them through.

    • Ensure that customers have a positive experience with Atlassian Cloud products.

    • Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.

    • You will provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners and others regarding how to properly implement any of these Atlassian Cloud products - Confluence Cloud or Atlassian Access

    Technologies

    • Web technologies , REST API & HTTP

    • SQL

    Experience

    • Must have 3-4 years of working experience interacting with customers along with excellent telephone and chat etiquette, strong verbal communication, and listening skills.

    • Possess excellent diagnostic and troubleshooting skills, complemented by solid written communication abilities.

    • A passion for providing legendary customer service to our Small and Medium-sized Business customers, using Atlassian Cloud products.

    • We're looking for individuals who can self-organize, adapt quickly, curious, resourceful, resilient, have fast learning ability, growth mindset, systems thinking, and a solution-based approach.

    • Have understanding of Network terminologies MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, Routing Protocols(BGP, EIGRP, OSPF)

    • Work with APIs, REST payloads, REST endpoints, or 3rd party products to make recommendations to resolve customer issues.

    • Knowledge of SQL, Linux, Java Web Servers or Cloud technologies is a plus

    • Nice to have basic experience, if any:

      • Understanding of OAuth based authentication, SSL, etc
      • Understanding of other authentication technology and services (SSO, IdPs, SAML, Oauth)
    • You will be required to work flexibly on a fixed shift through weekends to meet the needs of our customers

    • You may be required to pivot focus towards a dedicated support channel (i.e. Chat) to meet the needs of our customers

    Why you should apply for a job to Atlassian:

  • 75% would recommend this company to other women
  • 57% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Atlassian supports remote work, allowing employees to choose their preferred locations for increased flexibility.
  • Atlassian fosters diversity with 9 ERGs, focusing on Women+ for career growith, inclusive culture, and community impact.
  • Up to 20 weeks in supplemental wage payment the first year following birth, adoption/fostering, or parentage via surrogacy.