As an Enterprise Support Engineer, you will be an integral part of our global support team, dedicated to providing exceptional service to our largest and most important customers. You will tackle complex technical issues and lead the charge in driving alignment and impact across product and operations teams. If you are passionate about improving customer experience and making a visible global impact, this role is for you.
Responsibilities
- Ownership & Troubleshooting. Manage and resolve complex customer technical issues through effective diagnosis, collaboration, and troubleshooting best practices. Ensure transparency within and across teams while maintaining timely updates on cases.
- Customer Advocacy. Proactively understand customer needs and advocate for their requirements with teams like Product Management and Software Engineering. Drive technical collaboration across various teams.
- Support Initiatives. Contribute to case deflection initiatives, automation, and digital self-help resources to enhance the customer support experience. Handle high-visibility escalations with confidence and professionalism.
- Communication. Lead customer-facing calls, providing progress updates, action plans, and resolution details to ensure a positive customer experience.
Qualifications
Your Background
- 8+ years of experience in technical support, software services, and/or system administration for a large end-user community.
- 3+ years of experience working with enterprise customers, demonstrating a proven ability to de-escalate challenging situations.
- Experience supporting customers over various communication channels, including email, phone, and video calls.
Essential Skills
- Proficient in working with APIs and REST calls.
- Strong database skills with the ability to write and update SQL queries.
- Excellent troubleshooting skills on Internet technologies such as web technologies, email, networking, and REST APIs.
- Familiarity with browser development tools, front-end troubleshooting, and HAR file analysis.
- Understanding of networking concepts, including DNS, DHCP, TCP/IP, and basic network troubleshooting commands.
- Experience with Splunk and understanding of Java applications.
- Knowledge of identity technologies (SSO, LDAP, Active Directory, OAuth).
- Familiarity with scripting languages (Shell, Python, etc.).
Why Join Us?
Atlassian offers a comprehensive range of perks and benefits designed to support you and your family while enabling community engagement. Our offerings include health coverage, paid volunteer days, wellness resources, and much more.
Our Culture
At Atlassian, we celebrate diversity and believe that unique contributions drive our success. We are committed to creating an inclusive workplace and welcome candidates from all backgrounds. We adhere to equal opportunity employment guidelines, ensuring that all information is kept confidential.