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Atlassian in Europe:

Atlassian is a new breed of software company located in Sydney, San Francisco, and now Amsterdam, our new European headquarters. The company has pioneered affordable, lightweight software that helps enterprises collaborate better. Atlassian has over 11,000 customers in 103 countries worldwide, including 30 of the world's top 50 corporations.

Six years ago Atlassian introduced JIRA, now one of the most popular issue trackers used for IT and software project management. Atlassian's Confluence spearheaded the use of enterprise wikis, and is the most widely used commercial wiki worldwide. The company has recently introduced new products to serve the developer and IT communities with useful, practical tools. If you're looking for the standard, traditional software company, don't apply here.

Be a part of building Atlassian's European business.

Main activities:

• Debug, code and create patches to help customers.
• Provide code examples to customers.
• Mentor and train junior/Mid Tier engineers.
• Help improve and streamline internal processes.
• Correspondence with Customers via Email and web based applications to resolve customer issues.
• Live Chat with customers to resolve issues.
• Phone calls with customers to resolve issues.
• Determine/Verify Bugs raised against products.
• Regular delivery of "Chalk and Talk" product and/or technology technical sessions for support engineers.
• Replicate customer environments to enable the replication and debugging of customer issues.
• Review of Junior/Mid tier engineer Knowledge base entries
• Improve the documentation of products to help customers and minimise support load.

Responsibilities:

• Providing "Legendary" technical support to customers via email, live chat and phone.
• This role requires the ability to identify root cause for reported customer issues with the Atlassian products, and provide appropriate solutions to minimize customer down time and customer business impact.
• This role will be a key support service delivery point and technical lead for the ongoing successful deployment of Atlassian products.
• In the majority of cases, resolution of assigned customer issues will involve code error diagnosis, code development, testing, validation and implementation.
• Amended code may require to be checked into the main product trunk for incorporation in future releases.
• There is an extensive requirement for the Senior Support Engineer to be able to read and understand JAVA code to determine behaviour and function.

Key results areas:

• Quality of timely support provided and customer satisfaction.

Required skills:

• In depth Operating Systems knowledge.
• Minimum of 2 years Java/J2EE Programming experience.
• Minimum of 2 years supporting J2EE Applications at code level.
• Experience with 2 or more Application Servers.
• Minimum of 2 years Relational Database and SQL experience.
• Demonstrated ability to interpret stack traces and thread dumps.
• Excellent written and verbal communication skills in English. Other languages are a plus.
• Demonstrated ability to gather relevant information and diagnose issues effectively and efficiently.
• Proven ability to solve problems and learn new technologies.

Typical experience:

• Comp Sci./IT uni degree.
• Former 3+ programming employment history OR
• Former 5+ support employment history.

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