Principal Support Engineer – Cloud Migrations

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

• Support the strategic direction of multiple enterprise customers in their migration to the cloud, through direct involvement with customers and internal stakeholders, and by 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 Enterprise customers.
• Partner with internal stakeholders across Support, Product and Engineering to deliver holistic solutions that enable migration goals and unlock value on Atlassian cloud platforms.
• Develop expertise across migration tooling and the wider ecosystem, supporting architecture, complex problem triage, root cause analysis, and advanced debugging.
• Lead strategic support for customer migration blockers and issues, including customer and partner-facing discussions and internal coordination of resources.
• Leverage internal technical resources to provide effective solutions, and collaborate with diverse global teams in alignment with Atlassian values.
• Contribute to knowledge articles and guides for process improvements and enhancements.

On Your First Day, We Will Expect You To:

• Able to communicate as the internal SME with customers/partners at an executive level on in-depth technical details, progress, and next steps.
• 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.
• Define, drive, and own challenges as they arise.
• Assist in developing knowledge articles and guides for process improvements.
• Provide guidance to team members to progress issues through effective troubleshooting and communication.
• Act as a customer champion by ensuring proactive communication and updates with the company or team.
• Mentor on technical, soft skill, and behavioral interview practices and provide clear feedback in debriefs and write-ups.

As an ideal candidate, you have:

• 10+ years of experience in support, software services, and/or system administration for large end-user platforms.
• 5+ years' experience working with Enterprise Customers in a high-touch support model with operational governance.
• Strong database skills with the ability to write and update SQL queries.
• Strong experience with networks and supporting technologies (proxies, load balancers, LDAP, SSL, etc.).
• 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).
• Experience with Systems Architecture and supporting/designing complex technical environments.
• Experience with scripting (Python, Bash/Shell, PowerShell).
• Experience with APIs, REST calls, and CLI tooling.
• Experience with diagnostic tooling (e.g., Splunk, Grafana) including log analysis and debugging.
• Experience with third-party tooling and GSuite products.
• Understanding of Cloud-based PaaS & AaaS platforms (AWS or Google).
• Experience with Java, especially JVM components.
• Experience with Atlassian suite (Jira, Confluence, Bitbucket) desirable.

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

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software helps teams around the world, and our solutions are designed for all types of work. We value diverse perspectives and never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. All information is kept confidential according to EEO guidelines. We can provide accommodations or adjustments at any stage of the recruitment process upon request. For more about our culture and hiring process, visit go.atlassian.com/crh.

• Mid-Senior level

• Full-time

• Information Technology
• Industries: Software Development