Enterprise Support Engineer, Atlassian

Enterprise Support Engineer

Atlassian

Location:

Australia, Sydney

Category:

IT - Administration

Contract Type:

Employment contract

Salary:

Not provided

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Job Description:

The Enterprise Support Engineer role at Atlassian involves technical troubleshooting and customer support for Atlassian's Java-based web applications, operating systems, databases, and networking technologies. Engineers are expected to resolve customer concerns, provide updates, and collaborate to address issues while promoting continuous improvement and enhancing team technical skills. The role emphasizes a strong solution-focused mindset and customer advocacy, aiming to deliver exceptional outcomes.

Job Responsibility:

perform troubleshooting, debugging and root cause analysis for Atlassian’s Java-based web applications across operating systems, databases and networking technologies
communicate and troubleshoot with customers through various channels to investigate their concerns, provide regular progress updates, share action plans and details on the resolution
execute with a solution-focussed mindset and technical expertise, collaborate to unblock and supplement knowledge gaps to move issues forward
bring new and improved support approaches to Atlassian and be recognised globally as a knowledge multiplier, uplifting our teams technical skill
be an advocate for customers by understanding their use cases and identifying trends to influence feature requests and bug fixes

Requirements:

6 > 8+ years experience as an Application Support Engineer, Product Support Engineer, Systems Engineer or similar role working in highly technical customer-facing On-Premise environments
intermediate to advanced level of knowledge across operating systems and technologies including Windows/Linux, JVM, SQL, TCP/IP, Proxies, LDAP, Active Directory and SSL/TLS
ability to exceed customer expectations displaying a high degree of empathy and curiosity whilst diagnosing complex technical issues effectively and efficiently
motivation to enhance team collaboration and embrace group contribution with a passion for learning new technologies and how to utilise them in a customer-facing environment
enthusiasm in leading continuous improvement initiatives that enhance team performance metrics, efficiencies, customer outcomes and capabilities

Additional Information:

Job Posted:

March 19, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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