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Support Engineer

• Do you have the Support gene?
  
• Are you passionate about customer service?
  
• Is your perfect day when you make the customer happy?
  
• Do you love to tackle complex technical issues?
  

You have 2-3 years of support experience in an enterprise support environment. The customer is always your greatest passion and you love troubleshooting in a Java/J2EE environment.

If this is you, it's your lucky day!

This is your opportunity to join an awesome software company that has grown to over 15,000 customers in just seven short years. We'll let you wear what you want to at work, let you choose your operating system, keep you going with food and drinks and give you an opportunity to play games with your fellow Atlassians.

And we're not just concerned about ourselves. Through the Atlassian Foundation we also want to look after the society and environment around us. We give 1% of company revenues to charity, allow employees to take 5 days paid volunteer leave per year and we match employee donations to their favorite charities.

Position Summary

To handle rapid growth, we are looking to hire a support engineer to join our San Francisco support team. As a support engineer you will be focused on providing support for Atlassian products used by thousands of customers worldwide. Working in our awesome San Francisco office, you will be responsible for identifying, troubleshooting and resolving customer reported issues relating to Atlassian products. This role will involve daily interaction with customers, support engineers and developers to provide solutions for our customers. It requires the ability to identify root cause for reported customer issues and to provide appropriate solutions to minimize customer down time and customer business impact.

Responsibilities

• Communicate via web-based applications, live chat and phone to resolve customer issues
  
• Improve product documentation to help customers and minimise support load
  
• Replicate customer environments to enable the replication and debugging of customer issues
  
• Help improve and streamline internal processes
  
• Verify bugs raised against products
  
• Create and publish knowledge-based articles
  

Required Skills

• Excellent written and verbal communication skills
  
• Demonstrated ability to gather relevant information and diagnose issues effectively and efficiently
  
• Proven ability to solve problems and learn new technologies
  
• Solid Operating Systems knowledge (UNIX ie. Linux, OSX, Solaris etc., or Windows)
  
• Demonstrated Java/J2EE environment troubleshooting experience
  
• Demonstrated experience with 1 or more Application Servers (ie. Tomcat, WebSphere, JBoss etc.)
  
• Demonstrated database and SQL experience
  
• Ability to work a 6am - 3pm shift

Typical experience

• Bachelor's Degree in Computer Science or equivalent demonstrated experience
  
• 2 years programming or Java/J2EE troubleshooting history
  

Love Going to Work?

Imagine working in a place where you get to do what you love every day. We are a seven-year young software development company revolutionising the way software is sold and used by businesses world-wide. With a range of innovative software products, we have over 15,000 customers globally including NASA, Sony, the Apache Foundation and the United Nations. We are building a different kind of software company — one that listens to client needs, values innovation and solves customer problems with brilliant simplicity.

We are not your typical company and proud of it! If you start your career with Australia's fastest growing global software company, you can expect a fast paced and exciting work environment which stays true to our entrepreneurial roots. You won't get frustrated with bureaucracy and slow decision making, and we encourage creative thinking. We want to know your opinion — on everything we do!

Your Dream Job

With offices in Sydney, San Francisco, Amsterdam and Gdansk we offer global opportunities and the chance to work with like-minds from different cultures. Each day you come to work at Atlassian, you will be coming to work in an open plan office filled with lots of natural light. When you are not sitting in your comfy ergonomic Aeron chair, working on your large LCD monitors and the operating system of your choice, there will be plenty of decisions to make. Maybe you'd like to participate in a lunchtime card game? Would you rather play a Wii Sports game or be a guitar hero? If hunger strikes, head to the kitchen for drinks, fresh fruit, snacks and more. Your choice!

Check out a short video created by Atlassian staff on our values.

"The culture is so refreshing compared to my previous employment in large corporations. The openness of information, the willingness to use new technology (such as using wikis instead of Word documents), daily stand-up meetings to promote communication without the drudgery of long meetings, the honesty of the product offering---they make me love coming to work each day." John Rotenstein, internal systems

"It's been fun from the first interview ... I still can't quite believe that this qualifies as 'work'." Kate Ellingburg, sr. developer

"Working for Atlassian honestly makes me wonder why other companies can't get it right . . . this is how work should be." Michael Seager, sales team member

To apply, go to our website

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