Overview The Support Engineer - Frontline (Cloud EMEA) isn’t just an ordinary Support Engineer role. As a Support Engineer you will provide multi-channel support, including via chat and email, to customers using Atlassian products. Your responsibilities will include isolating, diagnosing, reproducing, and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges. The candidate must be able to work EMEA business hours and also be flexible to assist during weekends as needed to support business needs. What’s in it for you?
The entire Atlassian team has created a unique business environment -- one of energy, creativity, and collaboration.
The atmosphere is fun, casual, and inviting, in keeping with Atlassian's roots as a successful entrepreneurial start up.
We are guided in our efforts by a strong set of corporate values:
Open Company, no bullshit
Play, as a team
Build with heart & balance
Be the change you seek
Don’t #@!% the customer
Responsibilities
Be responsible for resolving customer configuration issues and responding to customer questions reported by email & chat, ensuring all processes and agreed upon standards are followed.
Leverage your experience and operational know-how to not only identify gaps and opportunities but also to suggest potential solutions
You will drive collaborative discussions within the Team, challenge thought processes, and encourage peers to see them through.
Ensure that customers have a positive experience with Atlassian Cloud products.
Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.
You will provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners and others regarding how to properly implement any of these Atlassian Cloud products - Confluence Cloud or Atlassian Access
Work in EMEA hours (12:00 PM to 09:00 PM IST)
Qualifications Technologies
Web technologies, REST API & HTTP
SQL
Experience
Must have 3-4 years of working experience interacting with customers along with excellent telephone and chat etiquette, strong verbal communication, and listening skills.
Possess excellent diagnostic and troubleshooting skills, complemented by solid written communication abilities.
A passion for providing legendary customer service to our Small and Medium-sized Business customers, using Atlassian Cloud products.
We’re looking for individuals who can self-organize, adapt quickly, curious, resourceful, resilient, have fast learning ability, growth mindset, systems thinking, and a solution-based approach.
Have understanding of Network terminologies MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, Routing Protocols(BGP, EIGRP, OSPF)
Work with APIs, REST payloads, REST endpoints, or 3rd party products to make recommendations to resolve customer issues.
Knowledge of SQL, Linux, Java Web Servers or Cloud technologies is a plus
Nice to have basic experience, if any:
Understanding of OAuth based authentication, SSL, etc
Understanding of other authentication technology and services (SSO, IdPs, SAML, Oauth)
You will be required to work flexibly on a fixed shift through weekends to meet the needs of our customers
You may be required to pivot focus towards a dedicated support channel (i.e. Chat) to meet the needs of our customers
Prestazioni accessorie aggiuntive
Controlla i tuoi dati prima di inviarli definitivamente
Questi cookie sono necessari per il funzionamento del sito e non possono essere disattivati nei nostri sistemi. È possibile impostare il proprio browser in modo da bloccare questi cookie, ma alcune parti del sito potrebbero non funzionare.
Sicurezza
Esperienza dell'utente
Cookie orientati al gruppo target
Questi cookie sono impostati attraverso il nostro sito web dai nostri partner pubblicitari. Possono essere utilizzati da queste aziende per profilare i vostri interessi e mostrarvi pubblicità pertinenti altrove.
Google Analytics
Google Ads
Utilizziamo i cookie
🍪
Il nostro sito web utilizza i cookie e tecnologie simili per personalizzare i contenuti, ottimizzare l'esperienza dell'utente e per indvidualizzare e valutare la pubblicità. Facendo clic su Ok o attivando un'opzione nelle impostazioni dei cookie, l'utente accetta questo.