Atlassian describes this role as technical services role without the travel, bad food, and time spent away from home. We are looking for new senior technical service support team members with strong drive and self-guidance for doing what is right for our customers. Are you an experienced services engineer, support engineer, or system admin that wants to be part of a team supporting the best and brightest customers? This role stresses the importance of being a better partner with the customer and establishing a solid relationship with each account during every touch point. Individuals in this role receive additional training across our products, technologies, and development tools to improve their skills to better service our customers. This role also offers more exposure to the business to help develop strong communication, business development, and soft skills. If this sounds interesting to you apply and become part of our expert global team practicing a follow-the-sun methodology with our other global offices to provide the best support possible for our top tier customers. Required Experience
- B.S. in computer science, Information Sciences or equivalent experience.
- 5+ years in services, support, and/or as a system admin of a mission-critical system for large end-user community in either a cloud based or behind-the-firewall solution.
- Excellent written and verbal communication skills and ability to communicate effectively with customer leadership.
- Strong triage skills, innovative problem solving and logical decision making demonstrated on complex support and services issues.
Preferred Experience
- 3+ years as a level 1 or 2 support engineer supporting large scale distributed systems.
- 3+ years developing in Java or JavaScript.
- 2+ years supporting Atlassian’s JIRA, Confluence, Stash or other products in an existing enterprise.
- Familiarity with Distributed Version Control Systems. (e.g. Git, Mercurial, etc.)
Other Key Skills
- In depth OS experience. (Windows Server, Linux, Unix)
- In depth experience with one or more Application Servers. (i.e. Tomcat, Apache, WebSphere, JBoss etc.)
- In depth experience with SQL. (MySQL, PostgreSQL, Oracle, MS SQL)
- In depth experience with performance debugging, including Java thread dump and heap dump analysis.
- In depth experience troubleshooting networking configuration and system issues.
- Preferred Skill - Experience debugging and coding front-ends. (JavaScript, html and css)
- Preferred Skill - Java development experience, ideally using the Atlassian SDK or writing Atlassian add-ons.
Main Activities
- Wow our customers and partners by providing quality and timely support.
- Have professional written and verbal interactions with your customers detailing out solutions to their needs. Professional and clear communication is as important as technical accuracy.
- Provide the quality of service that you would like to receive as a customer with calm, empathetic, mature, and solution oriented views.
- Work to become an expert for one or more of our products. (JIRA, Confluence, Stash, Bamboo, etc.)
- Define best practices and improved methods to increase user experience quality and consistency.
- Triage, diagnose, test, and assist deploying fixes to our products in mission-critical customer environments.
- Perform preventative actions to help maintain the health of our customer’s systems through health checks and preventative maintenance tasks.
- Create and curate knowledge-base articles and documentation to help other support folks and customers help themselves.
- Develop scripts and tools that improve team efficiency, service quality and consistency.
- More advanced individuals will assist software development by debugging areas of code that are proven to be a contributing factor to an open issue.
- Build external relationships with the Premier Support customers to better understand how to make them successful with our products and services.
- Build internal relationships with our technical account management, development, product management, and standard support teams to help communicate customer needs and urgency.
- Seek feedback and grow to become a more rounded technical and business focused senior player.
- Recruit other key players to Premier Support team.
Perks
- Atlassian is a global company with offices in Austin, San Francisco, Porto Alegre, Sydney, Amsterdam, and Kuala Lumpur.
- Long list of perks including 401K matching, full health, dental, vision, parking and public transit subsidies, onsite gym, stocked kitchens, and lots of T-shirts!
- Up to 5 days paid leave to work for your favorite charity.
- Dog friendly work environment when we move into our new space in 2015.
- A no bulls#!t style work environment.
- Awesome team culture and values. (we live our company values)
- Be part of an amazing team and expanding ecosystem of partners and customers that are changing the way software, products, and services are created.
Missing some items but still think you are a fit for the role and Atlassian? We still want to hear from you, along with the last book you read and some of your recent lessons learned. |
No comments:
Post a Comment