Principal Support Engineer – Cloud Migrations

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.

The Principal Support Engineer is a leading Technical member of the Cloud Migrations Support team, which is focused on providing global support and expertise to Atlassian's largest and most strategic customers during their migration to the cloud. You'll help us grow our support capabilities and will be pivotal in helping us maintain our high-quality support at Enterprise scale.

• Support the strategic direction of multiple enterprise customers in their journey to the cloud through direct involvement with customers and internal stakeholders, mentoring, and building the capabilities of the wider support engineering team.
• Act as a vocal customer and technical champion, focusing on improving the broader migration experience for our Enterprise customers.
• Partner with key internal stakeholders across Support, Product and Engineering to bring together holistic solutions that enable customers and partners to achieve migration goals on Atlassian's cloud platforms.
• Become a leading SME across Atlassian's migration tooling and wider ecosystem, supporting solutions architecture, complex problem triage, root cause analysis, and advanced debugging and troubleshooting.
• Lead the strategic support of customer migration blockers and issues, including customer and partner-facing discussions and internal coordination of resources.

You will be expected to leverage internal technical expertise to provide effective solutions and to work collaboratively with diverse global teams in alignment with Atlassian values.

If you are passionate about working with fast growing teams and providing high-quality service to the world's largest Enterprise customers, this role could be perfect for you

• Able to efficiently communicate as the internal SME with customers/partners at an executive level on in-depth technical details, progress and next steps.
• Ability to assess tickets, summarize root causes, recommend solutions and drive strategic initiatives to address gaps.
• Simplify perplexing situations and lead calmly through periods of crisis - Experience implementing and optimizing operational processes.
• Capability to define, drive and own challenges as they arise.
• Assist in the development of knowledge articles and guides for process improvements/enhancements.
• Give guidance to team-members to assist with progressing issues (via effective troubleshooting and communication).
• Act as a customer champion by being the voice of the customer and maintaining proactive communication with updates.
• Mentor on how to perform strong technical, soft skill, and behavioral interviews with recommendations on presenting clear interview feedback in debriefs and write-ups.

• 10+ years of experience in support, software services, and/or system administration for large end-user platforms.
• 5+ years' experience with Enterprise Customers in a high-touch support model with governance.
• Strong database skills and ability to write and update SQL queries.
• Strong experience with networks and supporting technologies (proxies, load balancers, LDAP, SSL, etc.).
• Strong experience with Identity technologies (SSO, SAML, LDAP, Active Directory, OAuth).
• Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, JBoss).
• Understanding of operating systems (Linux, OS X, Windows).
• General experience with Systems Architecture, including supporting and designing complex technical environments.
• General experience with scripting (Python, Bash/Shell, PowerShell).
• General experience with APIs, REST calls and CLI tooling.
• General experience with diagnostic tooling (e.g., Splunk, Grafana) and log analysis.
• General experience with third-party tooling (e.g., Tampermonkey, GSuite products).
• Understanding of Cloud-based PaaS & AaaS platforms, specifically AWS or Google; including architecture and business benefits.
• General experience with Java, especially JVM components.
• Experience with the Atlassian suite of applications (Jira, Confluence, Bitbucket) is desirable.
• Ability to identify knowledge opportunities when new technologies are included in the stack and share knowledge across the team (Synchrony, AWS, Azure).

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

At Atlassian, we are 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.

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