Senior Support Engineer- Online Community

  • Full Time
  • Austin

Website Atlassian

Tools for teams, from startup to enterprise

Atlassian helps teams turn ideas into reality with Dev Tools, Hipchat, Jira, and Confluence—our industry-standard collaboration tools. We’re looking for Community Support Engineers for our growing team that has one goal: Making our Online Community a go-to place for our customers! Our Community Support Engineer’s answers will be seen by tens of thousands of customers and need to be awesome enough that they quoted in social media as great examples of Atlassian’s legendary support. If you think you are capable of that level of service, let’s talk. If you love solving difficult technical problems, enjoy working with all types of customers from around the world, love variety, and enjoy participating in online forums, this job has it all in spades. This isn’t your typical Support gig. You will have the responsibility of working with a wide range of customers, from startups to large corporations, to help identify and resolve product issues. We strive to not leave a single question unanswered – although many of them are difficult and vague. You will become the ambassador of Atlassian Community – both internally and externally. Atlassian is a growing company and there’s a lot of opportunities to work with a broad range of technologies, people, and products. Here are just a few of the things you’ll get involved in: verify bugs and champion them to get fixed, directly influence product direction through customer feedback, collaborate with our global support, product management, development, marketing, and other teams to ensure an awesome experience for customers in the online community.

Skills:

  • *Demonstrated experience helping users in online forums and/or social media outlets (Reddit, StackOverflow, Atlassian Community, etc.)
  • *Strong knowledge of operating systems (Linux and/or Windows)
    Strong knowledge administering one or more of Atlassian’s product (Jira, Confluence, DevTools, etc.)
  • *Strong degree of empathy for the customer experience
  • *Great people networking skills – most probably you knew pretty much everybody in your previous company!
  • *Ability to identify and resolve issues with Java/J2EE applications
    Familiarity with database concepts (e.g., Oracle, SQL Server or Postgress)
  • *A strong foundation of basic network functions, standards, and protocols

More about our team:

The Community Support team is expanding to keep up with the community growth pace (that’s a good problem to have!).
With this rapid growth, stellar customer service and satisfaction remains our number one goal and supporting that in all ways possible. We continually work on projects and collaborate within our group to streamline processes and make it easier for users to have a great community support experience with Atlassian. Our team works hard and pitches in when issues arise, but we never forget to have fun (beer pong tournament, anyone?) and celebrate our successes. Even when difficult problems arise (of course they always do in Support), we’re pretty sure you’ll be excited about coming to Atlassian every day to do this job and to work on this team.

More about our benefits:

Our offices are open, 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 to support your favorite cause, plenty of food and beverages, ergonomic workstations with sit/stand desks, unique ShipIt days, a company paid trip after five years, generous employer-paid insurance coverage (medical, dental, and vision) for you and your family, 401k matching and more.

More about Atlassian:

Software is changing the world, and we’re at the center of it all. With a customer list that reads like a who’s who in tech and a highly disruptive business model, we’re advancing the art of team collaboration with products like Jira, Confluence, Bitbucket, Trello, and now Stride. Driven by honest values, an amazing culture, and consistent revenue growth, we’re out to unleash the potential of every team. From Amsterdam and Austin to Sydney and San Francisco, we’re looking for people who are powered by passion and eager to do the best work of their lives in a highly autonomous yet collaborative, no B.S. environment.

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.

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

To apply for this job email your details to kschmidt@atlassian.com