Support Engineer

Are you an experienced support engineer looking for an exciting new opportunity? Atlassian, a global leader in software development and collaboration tools, is currently seeking talented individuals to join their team as a Support Engineer. This is a fantastic chance to be part of a dynamic and innovative company that is dedicated to making the world a better place through software.

About the Role

Position: Support Engineer – Access
Location: Kolkata
Experience: 3+ years

What You’ll Do

As a Support Engineer at Atlassian, you will be responsible for providing world-class support to their customers, ensuring they get the most out of Atlassian products. This role involves:

Troubleshooting and Problem-Solving: Addressing customer issues with a focus on Access and Identity Management products.
Collaboration: Working closely with development teams to identify and resolve product issues.
Customer Engagement: Interacting with customers to understand their needs and provide solutions that enhance their experience.
Continuous Improvement: Contributing to the improvement of support processes and tools.

Responsibilities

Be responsible for resolving customer configuration issues and responding to customer questions reported by email & chat, ensuring all processes and agreed upon standards are followed.
Leverage your experience and operational know-how to not only identify gaps and opportunities but also to suggest potential solutions
You will drive collaborative discussions within the Team, challenge thought processes, and encourage peers to see them through.
Ensure that customers have a positive experience with Atlassian Cloud products.
Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.
You will provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners and others regarding how to properly implement any of these Atlassian Cloud products – Confluence Cloud or Atlassian Access
Work in EMEA hours (12:00 PM to 09:00 PM IST)

Qualifications

Technologies

Web technologies, REST API & HTTP
SQL

Experience

Must have 3-4 years of working experience interacting with customers along with excellent telephone and chat etiquette, strong verbal communication, and listening skills.
Possess excellent diagnostic and troubleshooting skills, complemented by solid written communication abilities.
A passion for providing legendary customer service to our Small and Medium-sized Business customers, using Atlassian Cloud products.
We’re looking for individuals who can self-organize, adapt quickly, curious, resourceful, resilient, have fast learning ability, growth mindset, systems thinking, and a solution-based approach.
Have understanding of Network terminologies MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, Routing Protocols(BGP, EIGRP, OSPF)
Work with APIs, REST payloads, REST endpoints, or 3rd party products to make recommendations to resolve customer issues.
Knowledge of SQL, Linux, Java Web Servers or Cloud technologies is a plus.
Nice to have basic experience, if any:
- Understanding of OAuth based authentication, SSL, etc.
- Understanding of other authentication technology and services (SSO, IdPs, SAML, Oauth)
You will be required to work flexibly on a fixed shift through weekends to meet the needs of our customers.
You may be required to pivot focus towards a dedicated support channel (i.e. Chat) to meet the needs of our customers.

How to Apply

If you are ready to take your career to the next level and join a company that is making a significant impact in the tech industry, we want to hear from you. Click here to apply for the Support Engineer position at Atlassian.

Don’t miss this opportunity to be part of a company that is driving the future of software development and collaboration. Apply now and become a key player in the Atlassian team!

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