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Senior Support Engineer

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<strong>Overview</strong><br><br><strong>Working at Atlassian</strong><br><br>Atlassians 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.<br><br><strong>The Team</strong><br><br>The Jira On Prem Support team is dedicated to delivering support and product expertise to our Priority customers. If you have a passion for resolving complex technical issues, engaging with diverse customers ranging from startups to Fortune 500 corporations, and thrive in a dynamic environment, then this role is well-suited for you. You will be joining as an Atlassian Senior Support Engineer, and play a crucial role in enhancing our customers' interactions by providing advanced troubleshooting and assisting our global team in solving intricate challenges. This role will report to a Jira On Prem Support Manager.<br><br><strong>Responsibilities</strong><br><br><strong>In this role you will</strong><br><ul><li>Use professional written and verbal communications to customer base to resolve application issues</li><li>Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis</li><li>Ability to explain the why behind issues and guide the customer to resolution with logic and context</li><li>Creation and curation of knowledge-base articles and documentation to help customers help themselves</li><li>Customer escalation support</li><li>Evaluate active tickets, prioritizing workload, and monitoring queue health</li><li>Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers</li><li>Advocate for our customers, influence product direction through customer feedback</li><li>Develop into a highly skilled support engineer with subject matter expertise in all types of technologies across the Atlassian stack</li></ul><br><br><strong>Qualifications</strong><br><br><strong>Qualifications</strong><br><ul><li>5+ years experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience</li><li>Ability to work 9:00AM - 6:00PM PDT/PST and occasional weekend shift rotation</li><li>Experience and/or familiarity with JVMs</li><li>In-depth operating system knowledge (e.g. Windows and/or Linux)</li><li>Familiarity with database concepts (e.g., Oracle, SQL Server or Postgres)</li><li>Well rounded experience with 1 or more application servers (e.g. Tomcat, Apache, IIS, NGINX etc.)</li><li>Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)</li><li>Strong degree of empathy for the customer experience</li><li>Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and potentially mentoring your team</li><li>Demonstrated ability to help other support engineers to grow their technical and troubleshooting skills</li><li>Excellent communication skills, possessing the ability to support customers over email, or screen-shares</li><li>Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior executives</li><li>Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency</li></ul><br><strong>Compensation</strong><br><br>At 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:<br><br>Zone A: $111,600 - $133,920<br><br>Zone B: $100,800 - $120,960<br><br>Zone C: $92,700 - $111,240<br><br>This role may also be eligible for benefits, bonuses, commissions, and equity.<br><br>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.<br><br><strong>Benefits & Perks</strong><br><br>Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit <strong>go.atlassian.com/perksandbenefits</strong><br><br><strong>About Atlassian</strong><br><br>At 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.<br><br>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.<br><br>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.<br><br>To learn more about our culture and hiring process, visit <strong>go.atlassian.com/crh</strong>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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