• About
• Products
• Hosted

<< View all jobs and Atlassian's hiring overview...

Job description:

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 is a senior role within the Support centre located in Gdańsk. 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

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
• Correspondance 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 minmise support load

Key results areas:

Quality of timely support provided and customer satisfaction.

Required skills:

To perform this job successfully, an individual must meet the minimum qualifications. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 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
• Excellent written and verbal communication skills
• 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