About this role
Full Time Mid-level Technical Support Engineer in AI at Atlassian in Bengaluru - India - Bengaluru, 560071 India; Remote - Remote. Apply directly through the link below.
At a glance
- Work mode
- Remote
- Employment
- Full Time
- Location
- Bengaluru - India - Bengaluru, 560071 India; Remote - Remote
- Experience
- Mid-level · 5+ years
Core stack
- Customer Service
- Mentoring
- On-call
- OAuth
- Linux
- Java
- REST
- SQL
- AWS
Quick answers
Is this Technical Support Engineer job remote?
Yes, this position is fully remote (Bengaluru - India - Bengaluru, 560071 India; Remote - Remote).
What skills are required?
Customer Service, Mentoring, On-call, OAuth, Linux, Java, REST, SQL, AWS.
Atlassian is hiring for this role. Visit career page
Bengaluru, India
Overview
Our Cloud support team is highly passionate about providing support and product expertise to our Standard and Premium customers.
As a Support Engineer, you will be providing support to customers by isolating, diagnosing, reproducing, and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. The candidate must be willing to work APAC or EMEA business hours and also during weekends to support business needs.
Responsibilities
Responsible for the customer support experience with Atlassian
Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams
Escalate issues in a timely manner according to Standard Operating Procedures
Create new knowledge base articles to capture new learning’s for reuse throughout the organization.
Participate in technical communications within the Technical Support team to share best practices and learn about new technologies
Focus on an area of technical specialization and attend technical training.
Ability to work a flexible schedule, including modified work weeks and providing on-call support during days off when required.
Competencies
Customer Orientation
Effective communication
Adaptability
Team and Collaborative Working
Learning aptitude
Qualifications
Experience
3-5 years of experience in Technical Support, Software Services, and system administration for a large end-user community
Track record to de-escalate difficult situations with customers, working with executive levels, while working on tickets and mentoring your team.
Have supported customers over email, phone, chat and screen-shares.
Experience working in a high case volume environment
Must-Have Skills:
Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
Experience working with log searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools.
Experience with APIs and REST calls.
Front-end troubleshooting skills and an understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.
Good to Have Skills:
Usage of Browser dev tools, HAR File analysis, Splunk.
Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.
Experience working in a Linux environment.
Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP
Familiarity with Cloud technologies such as AWS will be a plus.