WORKING AT ATLASSIAN

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.

RESPONSIBILITIES:

The Principal Support Engineer is a leading Technical member of the Cloud Migrations Support team, which is focused on providing global support and expertise to Atlassian’s largest and most strategic customers during their migration to the cloud. You’ll help us grow our support capabilities and will be pivotal in helping us maintain our high-quality support at Enterprise scale.

WHAT YOU’LL DO:

As a Principal Support Engineer, you will support the strategic direction of multiple enterprise customers in their journey to the cloud. This will be done through direct involvement with customers and internal stakeholders, along with mentoring and building the capabilities of the wider support engineering team. Your role will be to act as a vocal customer and technical champion, focusing on improving the broader migration experience for our Enterprise customers.
You will partner with key internal stakeholders across Support, Product and Engineering, to bring together holistic solutions that enable our customers and partners to achieve migration goals and unlock their full potential on Atlassian’s cloud platforms. You will achieve this through becoming a leading SME across Atlassian’s migration tooling and wider ecosystem, supporting the joint team with expertise across solutions architecture, complex problem triage and root cause analysis, along with advanced debugging and troubleshooting capabilities. You will play a strategic role in leading the strategic support of customer migration blockers and issues, which will include participating in customer and partner-facing discussions, along with internal coordination of key internal resources.
You will be expected to leverage internal technical expertise (peers, mentors, product and engineering SME’s, our knowledge base, community forums, and other internal tools) to provide the most effective solutions to customer issues, and to work collaboratively with diverse global teams as part of an inclusive work environment in alignment with the Atlassian values.
If you are passionate about working with fast growing teams and providing high-quality service to the world’s largest Enterprise customers, this role could be perfect for you!

On your first day, we will expect you to:

• Able to efficiently communicate as the internal SME with customers/partners at an executive level on in-depth technical details, progress and next steps
• Ability to assess tickets, summarize root causes, recommend solutions and drive strategic intiatives to address gaps.
• Simplify perplexing situations and lead calmly through periods of crisis - Experience implementing and optimizing operational processes
• Capability to define, drive and own challenges as they arise.
• Assist in the development of knowledge articles and guides for process improvements/enhancements
• Give guidance to team-members to assist with progressing issues (via effective troubleshooting and communication)
• Act as a customer champion by being the voice of the customer - Check communication channels to stay on top of and communicate effectively and proactively with the company or team updates
• Mentor on how to perform strong technical, soft skill, and behavioral interviews with recommendations on how to present clear interview feedback for technical, soft skills, and Enterprise Support characteristics in both debriefs and write-ups

As an ideal candidate, you have:

• 10+years of experience in support, software services, and/or system administration for large end-user platforms.
• 5+ years’ experience in working with Enterprise Customers in a high-touch support model with operational governance.
• Strong database skills, with the ability to write and update SQL queries with ease
• Strong experience with networks and supporting technologies, including proxies, load balancers, LDAP, SSL, etc.
• Strong experience with Identity technologies (SSO, SAML, LDAP, Active Directory, Oauth)
• Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, JBoss, etc.)
• Understanding of operating systems (e.g. Linux, OS X, and/or Windows)
• General experience with Systems Architecture, including supporting and designing complex technical environments.
• General experience with writing, reviewing, or modifying Scripts (Python, Bash/Shell, Powershell)
• General experience with APIs, REST calls and CLI tooling.
• General experience with diagnostic tooling, such as Splunk, Grafana, etc; including log file analysis and debugging.
• General experience with third-party tooling such as Tampermonkey, and GSuite products.
• Has an understanding of Cloud-based PaaS & AaaS platforms, specifically AWS or Google; including architecture and business benefits.
• General experience with Java, especially JVM components
• Experience with the Atlassian suite of applications (Jira, Confluence, Bitbucket, etc) desirable
• Proactively identify knowledge opportunities when new technologies are included in the stack and multiply the knowledge within the team (Synchrony, AWS, Azure)