Cloud Technical Support Specialist

3 weeks ago

Sydney, New South Wales, Australia Atlassian Full time

About the Role

We're seeking a skilled Cloud Technical Support Specialist to join our team at Atlassian. As a Cloud Technical Support Specialist, you'll be responsible for troubleshooting, debugging, and root cause analysis for Atlassian's Cloud-based web applications.

Key Responsibilities

  • Communicate and troubleshoot with customers through various channels to investigate their concerns, provide regular progress updates, share action plans, and details on the resolution.
  • Execute with a solution-focussed mindset and technical expertise, collaborate to unblock and supplement knowledge gaps to move issues forward.
  • Bring new and improved support approaches to Atlassian and be recognized as a knowledge multiplier, uplifting our team's technical skill.
  • Be an advocate for customers by understanding their use cases and identifying trends to influence feature requests and bug fixes.

Requirements

  • Typically 6 - 8+ years experience as an Application Support Engineer, Cloud Support Engineer, TAM, or similar role in customer-facing environments.
  • Intermediate to advanced level of troubleshooting skills across technologies including REST API, Browser Devtools, SQL, and Splunk queries, SSL/TLS, SSO/SAML, Java Logs, and Networking.
  • Demonstrated ability to exceed customer expectations displaying a high degree of empathy and curiosity while diagnosing complex technical issues using communication modalities such as phone, screen share, and live chat.
  • Motivation to enhance team collaboration and embrace group contribution with a passion for learning new technologies and how to utilize them in a customer-facing environment.
  • Enthusiasm in leading continuous improvement initiatives that enhance team performance metrics, efficiencies, customer outcomes, and capabilities.

About Atlassian

At Atlassian, we're 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.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

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