Senior Support Engineer, Devtools Bitbucket

Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or from an office (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

This isn't your ordinary Support Engineer role. If you love solving the deepest and and most challenging tech problems, enjoy working with all types of customers from around the world (startups to Fortune 500 corporations), and love variety, this job has it all in spades. Atlassian is a rapidly growing software development company, and the Support team is expanding to allow it to scale with the business. Atlassian Senior Support Engineers are responsible for improving our customers' experience with our products, through advanced troubleshooting and helping our global team of engineers solve our more difficult problems.

More About You

We're looking for engineers with a strong degree of empathy for the customer experience. You will need to have a proven ability to deescalate difficult situations with customers, while navigating between tickets and mentoring your team. As a senior support engineer, you will have demonstrated the ability to mentor other support engineers to grow their technical and troubleshooting skills. You should exhibit a strong team-oriented mentality with the ability to work with several people and roles from junior engineers to senior executives. You'll need an ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency.

More About Our Team

The team is filled with customer focused individuals that champion and support industry-leading products that are used by a growing list of 50,000+ customers globally. We all enjoy the interactions with the customers, problem solving, digging into complex issues, and actively advocating for customers within Atlassian. You will report to the Enterprise Support Manager for DevTools Bitbucket.

We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. When problems seem the hardest we are at our best, we work harder to find the root cause and a solution. We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products.

We are open, filled with varied backgrounds and talents. We are respectful, thoughtful, located around the globe, and all about providing legendary service to our customers. To learn more about working with the Support Team at Atlassian, check out our Support Team page!

You seek creative solutions to technical problems with the following experience:

• You have a general understanding of software development models (Agile, V-model, Waterfall) and methodologies (DevOps, RAD, Scrum, TDD, and FDD)
• Advanced knowledge of operating systems (e.g: Linux, OSX, Windows) and use of REST APIs, LDAP
• Computer networking (communication and transfer protocols, proxies, firewalls, authentication and authorization protocols)
• Advanced relational database experience with most common RDBMS (Postgres, Oracle, mySQL)
• You have experience of Version Control Systems such as git, Mercurial, SVN
• You have experience with software development practices such as continuous integration and delivery
• Scripting languages such as Bash/sh and others
• 5+ years experience in a highly technical support role in a software development environment that dealt with Java/J2EE application troubleshooting
• You have experience configuring and troubleshooting Web application containers such as Tomcat, Jetty, etc.

Highly Preferred Skills

• Exposure to and knowledge of data center environments with high availability capabilities
• Advanced LDAP or other directory information services knowledge and troubleshooting
• Analyze running JVM state by means of thread dumps, heap dumps, garbage collector logs, debugging software using an IDE
• Power user level experience using or administrating Atlassian Developer Tools such as: Bitbucket, Bamboo, Fisheye, Crucible (or similar level of experience competing products such as: Gitlab, Jenkins, etc.)
• Advanced network protocols troubleshooting using network sniffers
• B.S. in Computer Science or Electrical Engineering
• Relational database systems such as Postgres, Oracle, mySQL
• Basic knowledge of object relational mapping technologies such as Hibernate, Active Objects
• Background in System Engineering or administration
• Certified (or equivalent proficiency) with any of the following AWS, Azure, Docker, or VMware
• Enterprise LAN/WAN network architectures

Your Day To Day Will Consist Of

• Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
• Create and curate knowledge-base articles and documentation to help customers help themselves
• Advocate for our customers, influence product direction through customer feedback
• Developing your team in becoming experienced support engineers with subject matter expertise in all types of technologies across the Atlassian stack.
• Evaluate active tickets, prioritizing workload, strategic projects, and monitoring queue health
• Global technical escalation management to ensure customer success with Atlassian products
• Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
• Perform case reviews to identify trends and improvement areas and define action plans for support engineers

Compensation

At Atlassian, we tie our base pay ranges to role and level. In the United States, that means your base pay ranges will fall into one of three geographic pay zones depending on your location. Our current base pay ranges for new hires in each zone are:

Zone A: $120,400 - $150,227

Zone B: $108,400 - $135,205

Zone C: $99,900 - $124,689

Within each range, base pay is ultimately determined based on your skills, expertise, and experience. This role may also be eligible for benefits, bonuses, commissions, and/or equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

Our Perks & Benefits

To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.

About Atlassian

The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team .

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To learn more about our culture and hiring process, explore our Candidate Resource Hub .