Senior Technical Support Engineer
12 dagen geleden

You want to be a part of something big. You want to be the one who helps customers customize and configure their Atlassian solution(s).

You want to be the one to find that misconfiguration and to help customers understand how to get the most out of their Atlassian investment.

If so, then this is the job for you.

Still reading? Then we ask that you have 3+ years experience interacting with customers and the strong written and oral communication skills to back it up.

You have some level of familiarity with IT operations, Application Performance Monitoring, the Application Development lifecycle, internet technology and infrastructure concepts.

Ideally, you would have a working understanding of the DevOps space, practical knowledge of the role of Integrations and prior Customer Support experience.

Really want to win us over? Tell us about your experience using Opsgenie. Working with one of our Integrations. Your experience in ITSM / ITIL / Incident Management.

You must enjoy providing Support in a fast paced, challenging, very technical environment. You must be ready and willing to continually enhance your technical expertise.

You will work with product experts and techies, both within Opsgenie / Atlassian, as well as experts from our customers.

We're looking for Support Engineers for our growing team that has one goal : Making our customers awesome!

Be responsible for resolving customer configuration issues and responding to customer questions. Ensure that customers have a positive experience using primarily Opsgenie, but also other Atlassian products.

Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs. Work with APIs, REST payloads, REST endpoints, Opsgenie / Atlassian product Integrations and 3rd party products to make recommendations to resolve customer issues.

If you possess the skills, you may be asked to review, write, or modify Scripts - typically in Groovy, Python, Java, GO / Lambda -

in order to implement a specific solution for a customer. You will become proficient in customizing and deploying OpsGenie specific extensions (Integrations, tools, etc.

You will provide ad-hoc guidance to customers, internal teams, Atlassian Partners and others regarding how to properly implement Opsgenie and other Atlassian products.

You will also demo the OpsGenie solution to prospective and existing Atlassian customers. Periodically collaborate to develop and implement operational improvements.

Also, you may be asked to travel (locally and worldwide) to represent Atlassian at events (Technical conferences, Meetups, etc.).

Main activities :

  • Act as the primary point of contact for local escalation management for the expertise acquired within a product domain
  • Prioritize & drive escalations both within the Cloud Support team through Team Manager engagement and with internal groups such to ensure visibility, traction and ultimate closure
  • Provide technical leadership and mentoring for Support Engineers
  • Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
  • Communicate to our customer base through necessary means to resolve application issues
  • Enable replication and debugging of issues to verify product related bugs
  • Create and curate knowledge-base articles and documentation to help customers self serve
  • You’ll be talking with Global 2000 companies everyday, working closely with our go to market teams to provide an Enterprise grade experience to our customers.

    We're a get s#$% done global team, built on Atlassian's core values. If this mirrors how you want to work, then we are excited to have you join the team and help our company grow and change for the better.

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