Principal Enterprise Support Engineer

Last updated 44 minutes ago
Location:Remote - AU/NZ only
Job Type:Full Time

Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, every Atlassian will have the choice to work from an office or from home.

The Principal Enterprise Support Engineer is a part of our Server Support team, which is passionate about providing advanced support and product expertise to our largest customers.

More about you:

You will be a recognised multiplier for your teams and customer champion who will focus on improving the broader customer experience. You will have a visible global impact on process, product, and team by influencing our operational standards and product direction. You will be seen as strong multiplier who drives departmental success by ensuring customer needs are addressed effectively.

You will be key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian, building a wide and loyal customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging and solving across one-to-many Atlassian products. You will lead and participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details.

Are you passionate about collaborating with knowledgeable teams and about providing high-quality service to the world's largest customers? If so, this role could be perfect for you. Become part of our distributed team of engineers practicing a follow-the-sun methodology with our other offices around the world to deliver the best support possible for our high-priority customers. As a Principal you will be the point person in handling escalations from some of our largest customers and collaborating with other teams to drive them to resolution.

On your first day, we'll expect you to have:

  • A significant number of years in a senior support role, software services, and/or system administration for a large user base.
  • Extensive experience with Java application troubleshooting
  • Deep understanding of operating systems (e.g. Linux, OS X, and/or Windows)
  • Understanding of networks and relevant technologies, including proxies, load balancers, LDAP, Active Directory, SSL, etc.
  • Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, JBoss, etc.)
  • Experience with SQL databases
  • Experience with coaching and mentoring team members for success.
  • Experience in critical issue handling;
  • Experience in working with enterprise customers
  • Experience working on extremely complex issues with high levels of urgency.

It's great, but not expected for you to have:

  • Extensive experience with multiple Atlassian products in particular Jira.
More about our team:

The team is filled with customer focused individuals that champion and support industry-leading products. We challenge one another every day and hold ourselves accountable for our work product, as well as our customer's overall success. We all enjoy the interactions with customers, problem-solving, digging into complex issues, and actively championing for customers within Atlassian.

We are at our best when problems seem the hardest, pushing to identify root causes and solutions. We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and all about providing legendary service to our customers.

To learn more about working with the Support Team at Atlassian, check out our Support Team page!

More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We 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.

Atlassian is committed to providing reasonable accommodations to all individuals participating in the application and interview process, and while performing job functions. Please note that you will have the opportunity to request accommodations at each stage of the assessment process. To request accommodations before scheduling an interview, please reach out to atlassian-accommodations@atlassian.com and someone will follow up shortly.

All your information will be kept confidential according to EEO guidelines.

Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.