Senior Technical Support Specialist

1 week ago


Australia Atlassian Full time

We're seeking a highly skilled Senior Support Engineer to join our Ecosystem team at Atlassian. As a key member of our support team, you'll play a critical role in empowering developers and partners to build innovative apps and integrations for our platform.

This is a unique opportunity to work with a wide range of developers from around the world, providing technical support and guidance to help them overcome challenging technical problems. You'll be working closely with our developer and partner community, helping them to effectively build new apps and integrations, and resolving a wide range of Marketplace questions.

Key Responsibilities:
  • Technical Support: Provide expert-level technical support to developers and partners, helping them to build apps, customizations, and migrate their apps from server to cloud and between different platforms.
  • Marketplace Support: Assist our Ecosystem partners with a wide range of Marketplace questions, ensuring they have the support they need to succeed.
  • Incident Management: Be the first line of defense in HOT incident management, including looping in relevant product teams and timely communicating the status of investigations to the developer community.
  • Collaboration: Partner with relevant product and engineering teams internally to get help on the most complex cases.
  • Reporting: Build monthly top driver reports to equip peer teams with data insights to influence product teams.
  • Escalation: Serve as an escalation point for the most complex cases from Ecosystem Support team.
  • Coaching: Coach the support team and build escalation processes between Ecosystem Support and engineering teams.
Requirements:
  • At least 5+ years of experience in technical/developer and marketplace support roles, where developers and/or partners are the end-user.
  • Exceptional prioritization and organization skills, allowing you to work on multiple customer migrations simultaneously.
  • Demonstrable ability to de-escalate difficult situations with customers/developers.
  • Ability to write, review, or modify scripts (python, bash/shell, node).
  • Experience calling JSON APIs and parsing WebHooks.
  • Basic knowledge of Identity providers (OAuth, JWT, SSO, SAML, LDAP, AD).
  • Strong analytical skills, ability to tackle problems, learn new technologies, and enthusiasm to continually evolve as a technical expert.
  • Exhibit strong team-oriented interpersonal skills and the ability to effectively work with a wide variety of people and roles.
  • Exceptional soft skills, both internal and external communications via email and slack.
  • Track record of coaching team members.
  • Experience with building and adopting cross-functional processes.


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