Senior Solutions Engineer-Service Management

3 weeks ago

Remote, Oregon, United States Atlassian Full time

Working at Atlassian
Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
We are open to hiring for this position in Germany, the Netherlands, the UK, and Poland.
Atlassian is looking for a passionate Pre-Sales Senior Solutions Engineer, specialising in service management, committed to solving our most complex customer problems and closing our largest enterprise deals.
In the role of Senior Solutions Engineer, ITSM, you will help Atlassian disrupt and challenge the Service Management market space. Your pre-sales and service management experience play a crucial role in uncovering customer pain-points by assisting them to qualify and adopt Jira Service Management for their service management solution needs. Your discovery-driven consultative approach helps unlock customer challenges and promote new ways of working that guide teams toward adopting improved support practices. You will demonstrate expertise to frame customers' strategic direction, propelling them past their hurdles, unlocking additional value for the enterprise, and focusing on valuable outcomes. Through a partnership with other Atlassian Team members, you will use your experience in the area of Pre-Sales and service management to deliver value through prescriptive insights and methodologies. You will help our strongest promoters showcase their success to their peers and serve as the tip of the spear in growing the reach of our technologies for new service management use cases and markets.
If you're a top-performing enterprise pre-sales engineer or consultant who understands the role service management plays in making a business successful, ideally working already in the service management software space, this may be your dream job.
Your future team
Our Solutions Engineering Team is comprised of people with backgrounds in pre-sales, consulting, service managment and engineering. We partner with the Enterprise Sales Team & Channel Partners to understand the needs of Atlassian's customers, strategise on enterprise sales cycles, and provide value-based solutions to allow our customers to unleash the potential of their teams.
Your responsibilities:

  • In collaboration with the Atlassian enterprise sales team, you will lead customer technical sales engagements. From discovering to assessing client requirements and pain points, your expertise plays a crucial role in mapping client business and technical requirements to Atlassian capabilities and achieving a technical win.
  • Develop and explain compelling strategies and solutions and presentations to customers and prospects, communicating the value and differences of Atlassian while showing how we unlock value and better ways of working for teams.
  • Support Atlassian's innovation efforts by contributing to practice development, solution knowledge sharing, the use of industry standards, representing Atlassian at conferences and providing customer feedback to Atlassian's R&D teams
  • Help evolve our Solutions Engineering craft by contributing to our internal and external knowledge base including researching competitors, writing white papers & blog posts, formulating solution vignettes, and experimenting with emerging market trends.
  • You will report to EMEA SE Specialist Team leadership and work with your Enterprise Solution Advocates, Account teams, SE peers and solution partners to achieve business targets and wow our customers.


Your background:

  • You have 5+ years of experience working with enterprise customers in a pre-sales, consulting, or delivery capacity, within the Service Management (ITSM, ITOM, ITBM, ESM) & DevOps solution spaces or with a service management software provider or vendor.
  • You have experience working with customers in the EMEA market in a pre-sales, consulting, or IT delivery capacity with a focus on the challenges businesses encounter when adopting SaaS solutions.
  • You can collaborate with prospects and channel partners to identify and interpret complex problem statements and boil them down into simple solutions which you present to the customer.
  • You have experience adopting new ways of working that champion improved support practices that are guided by modern frameworks (ITIL 4, IT4IT, DevOps, and Agile).
  • You are comfortable both in a business and technical context so that you can demonstrate to executives how our solutions deliver value and you can address more in-depth questions with technical audiences.
  • You love to learn, tolerate failure and are passionate about making clients successful.
  • While not mandatory, people in this role tend to have familiarity with (some of) the Atlassian products and solution spaces and understand how businesses achieve transformations through new ways of working (such as Agile & DevOps, (IT) Service Management or Enterprise Agility at Scale).
  • You are fluent in German and English, with other languages a benefit.


Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more.
Visit to learn more.
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet, and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experiences, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you with the best experience, we can support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit
This is a remote role.

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