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Senior Technical Support Specialist
2 months ago
We are seeking a highly skilled Senior Technical Support Specialist to join our Enterprise On-Prem Support team at Atlassian. As a key member of our team, you will be responsible for driving agreement and improvement across product and operations teams, focusing on enhancing the broader customer experience and having a visible global impact on process, product, and team.
Key Responsibilities- Provide advanced technical support and product expertise to our largest customers, ensuring timely and effective resolution of complex issues.
- Collaborate with other team members globally to improve support capabilities, capacity, and quality for our largest customers, driving process improvements and knowledge sharing.
- Perform root cause analysis, debugging, and troubleshooting across multiple Atlassian products, identifying and implementing solutions to complex technical problems.
- Participate in customer-facing calls, communicating progress updates, action plans, and resolution details to ensure customer satisfaction and trust.
- Identify knowledge opportunities and multiply knowledge within the team, sharing expertise and best practices to drive continuous improvement.
- Coach others on technical, soft skill, and behavioral interviews, providing guidance and support to ensure team members are equipped to handle complex customer interactions.
- Communicate as the internal expert with customers at an executive level, providing in-depth technical details, progress, and next steps to ensure alignment and understanding.
- Solve complex tickets, summarize cause, recommend solutions, and escalate as necessary to ensure timely resolution.
- Be the customer champion, advocating for customer needs and preferences to drive business decisions and process improvements.
- Assist global teammates in driving long-running tickets in your areas of expertise to resolution, ensuring seamless customer support.
- Challenge others to provide context and rise to tough occasions, promoting a culture of collaboration and continuous improvement.
- 8+ years of experience in Java support, software services, and system administration for a large end-user community.
- Experience with operating systems (e.g. Linux, OS X, and Windows).
- Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, JBoss), experience with SQL databases.
- Experience with networks and technologies, including proxies, load balancers, LDAP, Active Directory, SSL.
- Experience being Subject Matter Expert in multiple Atlassian products.
- Ability to identify knowledge opportunities and multiply knowledge within the team.
- Strong coaching and communication skills.
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. Our base pay ranges for this role are:
- Zone A: $121,900 - $152,400
- Zone B: $109,700 - $137,100
- Zone C: $101,200 - $126,500
This role may also be eligible for benefits, bonuses, commissions, and equity.
About AtlassianAt 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 experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
