Join us! Are you an experienced support engineer who makes everyone around you better? Do you put the customer at the center of your universe? If so, keep reading. We're looking for a Lead Technical Support Engineer to join us in Austin and be part of a growing team that has one goal: Making our customers awesome! Main Activities: WOWing our customers by:
- Wow our customers and partners by providing quality and timely support.
- Provide quality customer service through professional written and verbal interactions while demonstrating high technical competency.
- Work to become an expert on your matched product family (JIRA, Confluence, Dev Tools (Bamboo, Crucible, FishEye), etc.)
- Triage, diagnose, test, and assist in solving critical customer issues for our development tools products.
- Working with support engineers (your internal customers) across the globe to ensure escalations are handled in a timely and helpful manner.
- Create and curate knowledge-base articles and documentation to help other support engineers and customers help themselves.
- Define best practices and improved methods to increase user experience quality and consistency.
- Build internal relationships with our development and product management teams to help communicate customer needs and urgency.
- Be flexible around work hours in order to assist customer needs and work with the global team of support engineers and developers.
- Perform case reviews to identify trends and improvement areas and define action plans for improvements.
- Work with development and product management teams to improve the product experience for our customers.
- Ability to multi-task with regular interruptions and prioritize workload.
- Partner and work with internal team to resolve tactical issues and completing strategic projects.
- Be a multiplier and grow other support engineers by teaching them all of the above.
Required Skills:
- Bachelor's Degree or higher in Computer Science or equivalent demonstrated experience.
- 3+ years programming or Java/J2EE troubleshooting experience
- Experience and/or familiarity with Distributed Version Control Systems (e.g. Git, Mercurial, etc.).
- In depth Operating Systems knowledge and experience with databases and SQL
- In depth experience with 1 or more Application Servers (e.g. Tomcat, Apache, WebSphere, JBoss etc.).
- Strong triage skills, innovative problem solving and logical decision making demonstrated on complex support issues.
- Ability to gather relevant information and diagnose issues effectively and efficiently.
- Strong analytical skills, proven ability to solve problems and learn new technologies to continually evolve as a technical expert.
- Strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles.
- Willingness to coach and mentor other support engineers to grow their technical and troubleshooting skills.
- Ability to step in and learn, when to delegate and when to lead by example in order to challenge and motivate your team.
- Excellent written and verbal communication skills.
- True customer focus!
The Perks: We're a global company with offices in Sydney and Amsterdam and engineers often travel for training and work opportunities. Here's a sample from our long list of other perks and benefits:
- Health, vision, dental, 401K
- Ample vacation
- Days off to work for your favorite charity
- Customers asking for you by name
- No Bulls#!t
- Awesome team culture and values
Atlassian customers are changing the world. Our software is helping them do it and our Support Team keeps it all working. This is your opportunity to be at the exciting center of an agile, innovative company and become legendary in the eyes of our customers. Still interested? Find out how to get a job at Atlassian. |
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