Our Support Engineering teams practice a follow-the-sun methodology. Atlassian supports remote or hybrid work in our Sydney office. We’re able to hire eligible candidates for this role who are based anywhere in Australia.

Your Future Team

The work we do in Customer Support Services (CSS) is a mixture of a customer focus, technical prowess, and deep listening. Our goal is to create customers for life through honest conversations, openness, and responsive problem-solving. We're often the first team a customer interacts with, so we look for solution focussed people with the drive to push the Atlassian experience forward, unleashing every customers' potential and help teams turn ideas into reality with our extraordinary collaboration tools.

What you'll do

Reporting to the Support Manager, you'll perform troubleshooting, debugging and root cause analysis for Atlassian’s Java-based web applications across operating systems, databases and networking technologies

Take the lead in communicating and troubleshooting 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

Your background

Typically 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

Demonstrated 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