Senior Cloud Support Engineer - Atlassian Yokohama, Japan Bookmark Share Print 19 0 0

Listing Description

Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

We're looking for a Senior Technical Support Engineer to join our team with the goal of making our customers awesome. You will join a growing team of specialists improving our support capabilities, capacity, and quality for our customers in Japan.
 
More about you:
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. As part of the team, you will receive on-boarding training to make you a specialist in one or more of our products, system technologies, and network technologies.

On your first day, we'll expect you to have:
  • 5+ years of experience in technical support, software services, and/or system administration for a large end-user community;
  • 2+ years of experience supporting Enterprise customers;
  • Strong database skills, with the expertise to write and update SQL queries with ease;
  • Deep understanding of SSO, SAML, LDAP, Active Directory, SSL, etc;
  • Fluent in Japanese for both writing and speaking;
  • Experience with APIs and REST calls;
  • Experience in understanding and supporting Java apps;
  • Familiarity with Cloud technologies such as AWS, Azure, GCP;
  • An understanding of Network terminologies, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, TLS/SSL, Routing Protocols;
  • Experience with Splunk and/or Sentry is nice to have!
  • Experience with Atlassian products is nice to have;
  • Proven ability de-escalating difficult situations with customers, while multi-tasking between tickets and mentoring your team
  • Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills.
  • Excellent communication skills, able to support customers over email, phone, and screen-shares
  • Strong interpersonal skills to effectively collaborate with a wide variety of people, from junior engineers to senior executives
  • Strong time management skills, able to balance multiple tasks with varying levels of priority and urgency
  • The ability to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress, and next steps.
  • The Support team is growing by leaps and bounds to keep up with the rapid pace of Atlassian customers (this is a good problem to have). With this increase, 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 support experience with Atlassian. Our team works hard and pitches in when issues arise, but we never forget to have fun 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.
    To learn more about working with the Support Team at Atlassian, check out our Support Team page!

    Our perks & benefits

    To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.

    About Atlassian

    The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.

    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 learn more about our culture and hiring process, explore our Candidate Resource Hub.


    Listing Details

    • Citizenship: Not Provided
    • Incentives: Not Provided

     

    • Education: Not Provided
    • Travel: Not Provided
    • Telework: Not Provided

    About Us

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    Our Contacts

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    (703) 594-7765