Support Engineer - Platform Services

Atlassian — Company based in Sydney, Australia

via Stack Overflow Careers

Company Description

Software is changing the world, and we’re at the center of it all. With more than 60,000 global customers (including 85 of the Fortune 100) and a highly disruptive business model, we’re advancing the art of team collaboration with products like JIRA, Confluence, Bitbucket, and Stride–and we’re just getting started. Driven by honest values, an amazing culture, and consistent revenue growth, we’re out to unleash the potential of every team. From Amsterdam and Austin to Sydney and San Francisco, we’re looking for people who are powered by passion and eager to do the best work of their lives in a highly autonomous yet collaborative, no B.S. environment.

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

Job Description

Do you enjoy helping smart people overcome their technical issues? The Platform Services team is looking for a Support Engineer to help support the US-based Atlassians. This means we need an excellent communicator working out of our new Mountain View office. You will be working closely with the Platform Services team and help communicate changes and best practices out to our US users and relay any feedback. You will also help analyze problem reports to help determine the best ways for us to improve our service.

Qualifications

  • Be the first responder to both simple and complex internal support requests for our Platform Services: Triage incoming support requests or problem reports, either handling them or delegating them to the relevant engineer

  • Work closely with developers across Atlassian to help them work through any issues they encounter as they use Platform Services

  • Work closely with the Platform Services team to deeply understand the system

  • Work closely with other SHIELDs in the company and industry to identify and adopt any applicable established best practices

  • Debug deep into the core of the Platform Services and the guts of AWS to understand and fix failures

  • Understand users pain points, spot patterns, suggest or implement improvements

  • Perform contact rate analysis

    • Monitor and report on contact rate: are things getting better or worse?

    • Spot any trends, and suggest improvements to keep contact rate low

  • Modify our services, processes and documentation to try and prevent the problems/questions from arising again

  • Develop tools and processes to further automate and scale the support we provide to users.

KEY SKILLS
  • Strong verbal and written communication ability

  • Analytical and systematic approach to problem solving

  • Desire to help others with their technical problems, even if trivial or repetitive

  • Desire to reduce redundant work and toil via process, code, and documentation improvements

  • Deep technical curiosity

  • Ability to read, understand and write Java and Python

PREFERRED SKILLS
  • Knowledge of AWS services

  • Knowledge of SQL, splunk.

  • Familiarity with PostgreSQL and DynamoDB

  • Experience with MICROS platform, JIRA, Confluence and 12-factor apps 

Additional Information

We believe that the unique contributions of all Atlassians are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.