Senior Cloud Support Engineer
Atlassian, Australia

Atlassian is continuing to hirewith 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.
Are you a tech fanatic who’s intrigued by how technology and Agile methodology intersect? Do you get energised by providing outstanding service to Atlassian's largest customers alongside supportive and inquisitive team members? If so, then this role is destined for you.
Our Enterprise Cloud Support team is committed to providing advanced support and product expertise to our customers. In your role, you'll share your value as a support engineer by working with your global peers on our enterprise customer accounts. You will enhance our growing team of experts who work to improve our support capabilities, capacity, and quality for our largest and most sophisticated customers.
This is a key opportunity to provide a consistent quality experience, bring new and improved support methodologies to Atlassian, and build a wide and enthusiastic customer base to the Atlassian products and brand. You will bring your creativity to triage, troubleshoot and debug our Jira Align application platform. As part of the team, you will receive on-boarding training to make you a specialist in one to many of our products, system technologies, and network technologies. You will lead and participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details. Your contribution will be key in ensuring that our customers are monstrously successful! If this sounds interesting to you, apply and become part of our global team of engineers practicing a follow-the-sun methodology to provide the best experience possible for our highest priority customers.In this role you will:

• Wow Atlassian customers and partners by providing quality and timely support
• Collaborate with other team members in Atlassian offices globally
• Become one of our team of specialists improving our support capabilities, capacity, and quality for our largest and most sophisticated customers
• Analyse, troubleshoot, and problem solve, while providing root cause analysis when required
• Help shape and influence our support services and product capabilities
• Engage directly with customers and be a critical partner for their adoption and growth

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

• Empathy for our customers and strong conversational skills
• Kindness and integrity towards your peers, with a passion for sharing knowledge
• Deep curiosity to seek out and resolve problems
• Significant experience in support, software services, and/or system administration for a large end-user community
• Familiarity with various operating systems (Linux, OS X, and/or Windows)
• Testing and/or development for web applications in a SaaS environment
• Experience with SQL databases, Javascript, VBScript, REST APIs

It's great, but not required if you have:

• Experience with Scaling Agile methodologies (e.g. SAFe, Spotify, Value Engineering, Scrum@Scale, LeSS)
• Splunk and Splunk Search Processing Language
• Experience with .NET and C#
• Experience working with Atlassian products (Jira software certification is a huge bonus!)
• Understanding of application server technologies (e.g. Microsoft IIS, Tomcat, Apache, WebSphere, etc.)
• VPN configuration (preferably with Amazon Web Services, Cisco firewall)
• Debugging certificate-based mutual TLS and SSL authentication
• SSO implementations (preferably with SAML 2.0, OAuth/OAuth 2.0)
• Parsing JSON logs
• Analysing Apache HTTP Server and IIS logs

More about our team:
Jira Align helps our customers connect business strategy to technical execution by making team-level data visible across their enterprise in real-time. By getting everyone on the same page to determine scope, roadmaps, and dependencies across teams and portfolios, it connects strategic investments to drive outcomes faster and more reliably.
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 o