Remote Support Engineer at Atlassian Open Startup
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Atlassian


Support Engineer

closed

Support Engineer


Atlassian


customer support

 

engineer

 

customer support

 

engineer

 
This job post is closed and the position is probably filled. Please do not apply.
\nCompany Description\n\n\nSoftware is changing the world, and we’re at the center of it all. With more than 60,000 global customers (including 85 of the Fortune 100) and a highly disruptive business model, we’re advancing the art of team collaboration with products like JIRA, Confluence, Bitbucket, and Stride–and we’re just getting started. Driven by honest values, an amazing culture, and consistent revenue growth, we’re out to unleash the potential of every team. From Amsterdam and Austin to Sydney and San Francisco, we’re looking for people who are powered by passion and eager to do the best work of their lives in a highly autonomous yet collaborative, no B.S. environment.\n\nWe believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.\n\n\n\n\nJob Description\n\n\nDo you enjoy helping smart people overcome their technical issues? The Platform Services team is looking for a Support Engineer to help support the US-based Atlassians. This means we need an excellent communicator working out of our new Mountain View office. You will be working closely with the Platform Services team and help communicate changes and best practices out to our US users and relay any feedback. You will also help analyze problem reports to help determine the best ways for us to improve our service.\n\n\n\n\n\nQualifications\n\n\n\n\n* \n\nBe the first responder to both simple and complex internal support requests for our Platform Services: Triage incoming support requests or problem reports, either handling them or delegating them to the relevant engineer\n\n\n* \n\nWork closely with developers across Atlassian to help them work through any issues they encounter as they use Platform Services\n\n\n* \n\nWork closely with the Platform Services team to deeply understand the system\n\n\n* \n\nWork closely with other SHIELDs in the company and industry to identify and adopt any applicable established best practices\n\n\n* \n\nDebug deep into the core of the Platform Services and the guts of AWS to understand and fix failures\n\n\n* \n\nUnderstand users pain points, spot patterns, suggest or implement improvements\n\n\n* \n\nPerform contact rate analysis\n\n\n* \n\nMonitor and report on contact rate: are things getting better or worse?\n\n\n* \n\nSpot any trends, and suggest improvements to keep contact rate low\n\n\n\n\n\n\n* \n\nModify our services, processes and documentation to try and prevent the problems/questions from arising again\n\n\n* \n\nDevelop tools and processes to further automate and scale the support we provide to users.\n\n\n\n\nKEY SKILLS\n\n\n* \n\nStrong verbal and written communication ability\n\n\n* \n\nAnalytical and systematic approach to problem solving\n\n\n* \n\nDesire to help others with their technical problems, even if trivial or repetitive\n\n\n* \n\nDesire to reduce redundant work and toil via process, code, and documentation improvements\n\n\n* \n\nDeep technical curiosity\n\n\n* \n\nAbility to read, understand and write Java and Python\n\n\n\n\nPREFERRED SKILLS\n\n\n* \n\nKnowledge of AWS services\n\n\n* \n\nKnowledge of SQL, splunk.\n\n\n* \n\nFamiliarity with PostgreSQL and DynamoDB\n\n\n* \n\nExperience with MICROS platform, JIRA, Confluence and 12-factor apps \n\n\n\n\n\n\n\n\n\nAdditional Information\n\n\n\n\nWe believe that the unique contributions of all Atlassians are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.\n\nAll your information will be kept confidential according to EEO guidelines.


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