Support Engineer- Bitbucket

Overview

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.

Your future team

Our Cloud Support team is passionate about providing support and product expertise to our customers. You will report to a local Support Manager while operating in a global team with colleagues from different regions working to improve our capabilities and service quality for our cloud customers using Bitbucket.

Responsibilities

Responsibilities

• Resolve customer technical configuration, billing and usability issues and responding to customer questions, focusing on a positive experience for them using Atlassian Cloud products, Bitbucket. You may be asked to help support other Cloud products as the product portfolio evolves
• Error diagnosis (code review if needed), debugging, validation, and root cause analysis
• Ability to reproduce customer issues and validate system bugs
• Follow approved company SOPs to help customers and contribute to SOPs improvements as needed.
• Using deep product understanding and customer specific workflows, able to advise on potential workarounds ( if exists) when confirmed bug is identified
• Provide technical support and resolve issues during rotational weekend on-call shifts
• Leverage internal technical expertise – including peers, mentors, knowledge base, community forums, and other tools – to provide the most effective solutions to customer issues
• Contribute to Knowledge creation (KB) and support documentation improvements
• Ensure that customers have a positive experience using Atlassian Cloud products
• Periodically collaborate to develop and implement operational improvements. Also, you may be asked to represent Atlassian at events (Technical conferences, Meetups, etc.)
  
  
  

Qualifications

Qualifications:

• Have at least three (3) years of customer or technical support experience
• Adaptable and able to operate in fast paced and changing environment with perseverance in a globally distributed support operations team
• Is proficient in both written and spoken English and comfortable providing support using methods : emails, phone, Zoom video conferencing
• Have experience troubleshooting network issues
• A strong degree of empathy for the customer experience
• Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
• Familiarity with database concepts (e.g., Oracle, SQL Server or Postgress)
• Development or scripting experience in a major language (eg: Python, Ruby) is a huge plus
• Familiarity with continuous delivery, and build systems such as Azure, Jenkins, or Pipelines
• Familiarity with log monitoring tool such as Splunk
• Strong Operating Systems knowledge (eg: Linux, OSX, Windows)
• Hands on experience and proficency with REST API and familiarity with CI/CD
• Understanding of the internet networks and familiarity with network troubleshooting tools
• Ability to filter, read and analyze Server logs using logging tools like Splunk/Kibana
• Good understanding of network protocols SSH, HTTPS and SSL
• Exposure to GIT, or similar version control technologies
• Understanding and hands on experience with application Webhooks
  
  
  

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 go.atlassian.com/perksandbenefits 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 experience, we never discriminate based on 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 provide you the best experience, we can support 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 go.atlassian.com/crh .