Senior Support Engineer

OverviewWorking at AtlassianAtlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.The candidate must be able to work 9:00 AM - 6:00 PM Pacific time business hours and occasionally during weekends to support business needs.ResponsibilitiesWe are looking for customer champion who drives agreement and improvement across product and operations teams. You are focused on improving broader customer experience and having a visible global impact on process, product and team.As part of our Enterprise On-Prem Support team, you will focus on providing advanced support and product expertise to our largest customers and be a senior support engineer working on important customer accounts. You will work with other team members in Atlassian offices globally. You will be part of a growing team of specialists improving our support capabilities, capacity, and quality for our largest customers.You will report to the Manager of the Enterprise On-Prem support team, and perform root cause analysis, debugging and troubleshooting across one-to-many Atlassian products. You will participate in customer-facing calls communicating progress updates, action plans, and resolution details.Qualifications• 8+ years of experience in Java support, software services, and system administration for a large end-user community• Experience with operating systems (e.g. Linux, OS X, and Windows)• Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, J Boss,) Experience with SQL databases• Experience with networks and technologies, including proxies, load balancers, LDAP, Active Directory, SSL• Experience being Subject Matter Expert in multiple Atlassian products• Identify knowledge opportunities when new technologies are included and multiply the knowledge within the team (Synchrony, AWS, Azure)• Be a coach to others on how to perform technical, soft skill, and behavioral interviews• Be a coach with how to present clear interview feedback for technical, soft skills, and Enterprise Support characteristics in both debriefs and write-ups• Communicate as the internal expert with customers at an executive level on in-depth technical details, progress and next steps• Solve complex tickets, summarize cause, recommend solutions and then escalate• Be the customer champion by being the voice of the customer• Experience in escalation handling Experience working with enterprise customers• Be the example that continues to guide until the cause is established with clear plans to resolve the customer issues.• Assist your global teammates in driving long-running tickets in your areas of expertise to resolution• Challenge others to provide and dig into context and rise to tough occasionsCompensationAt Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:Zone A: $121,900 - $152,400Zone B: $109,700 - $137,100Zone C: $101,200 - $126,500This role may also be eligible for benefits, bonuses, commissions, and equity.Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.Our Perks & BenefitsAtlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.About AtlassianAt Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on 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.To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.To learn more about our culture and hiring process, visit go.atlassian.com/crh .