Join our Cloud Support team dedicated to delivering exceptional support and product expertise to our customers. Reporting to a local Support Manager, you'll collaborate within a global team, enhancing service quality and capabilities for Bitbucket, one of Atlassian's leading cloud products.
Responsibilities
- Resolve technical configuration, billing, and usability issues for Atlassian Cloud products, specifically Bitbucket.
- Conduct error diagnosis, debugging, validation, and root cause analysis.
- Reproduce customer issues and validate system bugs, contributing to improving standard operating procedures (SOPs).
- Offer technical support during rotational weekend on-call shifts and suggest workarounds based on deep product knowledge.
- Utilize internal resources like knowledge bases, community forums, and peers to deliver effective solutions.
- Contribute to knowledge creation and support documentation enhancements.
- Collaborate on operational improvements and represent Atlassian at technical events.
Qualifications
- Experience. Minimum 3 years in customer or technical support roles.
- Adaptability. Thrive in fast-paced, globally distributed environments.
- Communication. Proficient in English with strong written and verbal skills; comfortable using email, phone, and Zoom.
- Technical Skills. Troubleshoot network issues, familiarity with database concepts (Oracle, SQL Server, Postgres), and scripting experience (e.g., Python, Ruby) preferred.
- Tools & Technologies. Understanding of CI/CD, build systems (Azure, Jenkins), log monitoring tools (Splunk), and proficiency in REST API.
- Operating Systems. Solid knowledge of Linux, OSX, and Windows.
- Network Proficiency. Experience with network protocols (SSH, HTTPS, SSL) and troubleshooting tools.
- Version Control. Exposure to Git or similar technologies.
- Additional Skills. Familiarity with webhooks, application integrations, and web services.
Perks & Benefits
At Atlassian, we offer comprehensive benefits supporting your health, well-being, and community engagement.
About Atlassian
At Atlassian, our mission is to unlock the potential of every team through collaborative software solutions. Our diverse team and inclusive culture drive our success, promoting a workplace where all perspectives are valued without regard to race, religion, gender identity, or other factors. We embrace diversity and ensure equal opportunity, adhering to EEO guidelines.