Technical Support Engineer

Technical Support Engineer

Overview

Our Cloud support team is highly passionate about providing support and product expertise to our Standard and Premium customers. 
As a Support Engineer, you will be providing support to customers by isolating, diagnosing, reproducing, and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. The candidate must be willing to work APAC or EMEA business hours and also during weekends to support business needs.

Responsibilities

• Responsible for the customer support experience with Atlassian

• Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams

• Escalate issues in a timely manner according to Standard Operating Procedures

• Create new knowledge base articles to capture new learning’s for reuse throughout the organization.

• Participate in technical communications within the Technical Support team to share best practices and learn about new technologies

• Focus on an area of technical specialization and attend technical training.

• Ability to work a flexible schedule, including modified work weeks and providing on-call support during days off when required.

Competencies

• Customer Orientation

• Effective communication

• Adaptability

• Team and Collaborative Working

• Learning aptitude

Qualifications

Experience

• 3-5 years of experience in Technical Support, Software Services, and system administration for a large end-user community

• Track record to de-escalate difficult situations with customers, working with executive levels, while working on tickets and mentoring your team.

• Have supported customers over email, phone, chat and screen-shares.

• Experience working in a high case volume environment

Must-Have Skills:

• Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.

• Experience working with log searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools.

• Experience with APIs and REST calls.

• Front-end troubleshooting skills and an understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.

• Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.

Good to Have Skills:

• Usage of Browser dev tools, HAR File analysis, Splunk.

• Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.

• Experience working in a Linux environment.

• Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP

• Familiarity with Cloud technologies such as AWS will be a plus.

Experience Level

Mid Level