Atlassian Corporation is an Australian software company that specializes in collaboration tools designed primarily for software development and project management. The company is globally headquartered in Sydney, Australia, with a US headquarters in San Francisco, and over 12,000 employees across 14 countries. Atlassian currently serves over 300,000 customers in over 200 countries across the globe
\r\n\r\nAtlassian produces software that helps teams work together more efficiently and effectively. The company provides project planning and management software, collaboration tools, and IT help desk solutions. The company operates in four segments: subscriptions (term licenses and cloud agreements), maintenance (annual maintenance contracts that provide support and periodic updates and are generally attached to perpetual license sales), perpetual license (upfront sale for indefinite usage of the software), and other (training, strategic consulting, and revenue from the Atlassian Marketplace app store).
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\r\n\r\nAtlassian produces software that helps teams work together more efficiently and effectively. The company provides project planning and management software, collaboration tools, and IT help desk solutions. The company operates in four segments: subscriptions (term licenses and cloud agreements), maintenance (annual maintenance contracts that provide support and periodic updates and are generally attached to perpetual license sales), perpetual license (upfront sale for indefinite usage of the software), and other (training, strategic consulting, and revenue from the Atlassian Marketplace app store).
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Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.
Responsibilities
Responsible for delivering world-class customer support experience through Chat/Email/Phone as the medium of support, with Atlassian
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 organization.
Participate in technical communications within the Technical Support team to share best practices and learn about new technologies
Focus on an area of technical specialization and attend technical training.
Competencies
Customer Orientation
Effective communication
Adaptability
Team and Collaborative Working
Learning aptitude
Experience
3-5 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 prioritize.
Must-Have Skills:
Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
Experience working with log searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools.
Experience with APIs and REST calls.
Usage of Browser dev tools, HAR File analysis, Splunk.
Front-end troubleshooting skills and an understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
Good to Have Skills:
Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.
Experience working in a Linux environment.
Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP
Familiarity with Cloud technologies, AWS will be a plus.
Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.]
Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits .
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
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 provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .
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