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49 Atlassian Jobs
Technical Support Engineer 1
Atlassian
posted 9hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
As a Support Engineer, you will be providing support to customers through various support channels (eg Chat, Email, etc) and by 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 during weekends to support business needs.
Responsibilities
- Responsible for delivering world-class customer support experience through various medium of support (eg Chat, Email, etc), with Atlassian
- Focusing on providing not just solutions but creating a positive experience for the customer.
- Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams
- Escalate issues in a timely manner according to Standard Operating Procedures
- Create new knowledge base articles to capture new learning s for reuse throughout the organisation.
- Participate in technical communications within the Technical Support team to share best practices and learn about new technologies
- Focus on an area of technical specialisation and attend technical training.
Competencies
- Customer Orientation
- Effective communication
- Adaptability
- Team and Collaborative Working
- Learning aptitude
- Problem Solving and Troubleshooting Skills
Experience
- 2-5 years of experience in Technical Support, Software Services, and/or system administration for a large end-user community, preferably SaaS products.
- Has supported customers over chat, email, phone, and screen-shares.
- Experience working in a high case volume environment and ability to prioritise.
Must-Have Skills:
- Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
- Experience understanding and supporting Java-based Applications.
- Experience with APIs and REST calls.
- Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.
Good to Have Skills:
- Basic understanding of Networking Concepts such as HTTPS, SSL/TLS, TCP/IP.
- Basic understanding of Email Protocols (POP/IMAP/SMTP).
- Log analysis using Splunk, or similar tools.
- Basic understanding of HTML, CSS, and Java logs.
- Basic understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
Atlassian Benefits
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Senior Site Reliability Engineer, Customer Support Technology
6-7 Yrs
Bangalore / Bengaluru
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