Overview
Our Cloud support team is highly passionate about providing support and product expertise to our Standard and Premium customers.
As a Support Engineer, you will be providing support to customers by 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. The candidate must be willing to work
APAC or EMEA business hours and also during weekends to support business needs.
Responsibilities
- Responsible for the customer support experience with Atlassian
- Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams
- Escalate issues in a timely manner according to Standard Operating Procedures
- Create new knowledge base articles to capture new learning's for reuse throughout the organization.
- Participate in technical communications within the Technical Support team to share best practices and learn about new technologies
- Focus on an area of technical specialization and attend technical training.
- Ability to work a flexible schedule, including modified work weeks and providing on-call support during days off when required.
Competencies
- Customer Orientation
- Effective communication
- Adaptability
- Team and Collaborative Working
- Learning aptitude
Qualifications
Experience
- 3-5 years of experience in Technical Support, Software Services, and system administration for a large end-user community
- Track record to de-escalate difficult situations with customers, working with executive levels, while working on tickets and mentoring your team.
- Have supported customers over email, phone, chat and screen-shares.
- Experience working in a high case volume environment
Must-Have Skills
- Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
- Experience working with log searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools.
- Experience with APIs and REST calls.
- Front-end troubleshooting skills and an understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
- Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.
Good To Have Skills
- Usage of Browser dev tools, HAR File analysis, Splunk.
- Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.
- Experience working in a Linux environment.
- Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP
- Familiarity with Cloud technologies such as AWS will be a plus.
