• About
• Products
• Hosted

415.701.1110

<< 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 mid-level role within the Support centre located in Sydney. This role will be a key support service delivery point for the ongoing successful deployment of Atlassian products.

Although primarily a Support position, resolution of customer issues may involve code error diagnosis, testing, validation and implementation.

There is an extensive requirement for the Support Engineer to be able to read and understand Java code to determine behaviour and function.

Responsibilities:

• Debug, code and create patches to help customers.
• Provide code examples to customers.
• Mentor and train junior 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.
• Verify Bugs raised against products.
• Help improve the documentation of products to help customers and minmise support load.
• Replicate customer environments to enable the replication and debugging of customer issues.

Required skills:

• Solid Operating Systems knowledge (UNIX ie. Linux, OSX, Solaris etc, or Windows).
• Demonstrated Java/J2EE environment troubleshooting experience.
• Demonstrated experience with 1 or more Web Application Servers (ie. Tomcat, Apache, WebSphere, JBoss etc).
• Demonstrated 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. uni degree or equivalent demonstrated experience.
• 2 years programming or Java/J2EE troubleshooting history OR
• 3 years support employment history in a similar product environment.