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Support Engineer Frontline (Cloud EMEA) Job in Australia Recruiting by Atlassian

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Support Engineer - Frontline (Cloud EMEA)

🔖 Full Time

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The Support Engineer - Frontline (Cloud EMEA) isn’t just an ordinary Support Engineer role. As a Support Engineer you will provide multi-channel support, including via chat and email, to customers using Atlassian products. Your responsibilities will include 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 able to work EMEA business hours and also be flexible to assist during weekends as needed to support business needs.What’s in it for you?The entire Atlassian team has created a unique business environment -- one of energy, creativity, and collaboration.The atmosphere is fun, casual, and inviting, in keeping with Atlassian's roots as a successful entrepreneurial start up.We are guided in our efforts by a strong set of corporate values:Play, as a teamBuild with heart & balanceBe the change you seekDon’t #@!% the customerBe responsible for resolving customer configuration issues and responding to customer questions reported by email & chat, ensuring all processes and agreed upon standards are followed.Leverage your experience and operational know-how to not only identify gaps and opportunities but also to suggest potential solutionsYou will drive collaborativediscussions within the Team, challenge thought processes, and encourage peers to see them through.Ensure that customers have a positive experience with Atlassian Cloud products.Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.You will provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners and others regarding how to properly implement any of these Atlassian Cloud products - Confluence Cloud or Atlassian AccessTechnologiesWeb technologies , REST API & HTTPSQLExperienceMust have 3-4 years of working experience interacting with customers along with excellent telephone and chat etiquette, strong verbal communication, and listening skills.Possess excellent diagnostic and troubleshooting skills, complemented by solid written communication abilities.A passion for providing legendary customer service to our Small and Medium-sized Business customers, using Atlassian Cloud products.We’re looking for individuals who can self-organize, adapt quickly, curious, resourceful, resilient, have fast learning ability, growth mindset, systems thinking, and a solution-based approach.Have understanding of Network terminologies MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, Routing Protocols(BGP, EIGRP, OSPF)Work with APIs, REST payloads, REST endpoints, or 3rd party products to make recommendations to resolve customer issues.Knowledge of SQL, Linux, Java Web Servers or Cloud technologies is a plusNice to have basic experience, if any:Understanding of OAuth based authentication, SSL, etcUnderstanding of other authentication technology and services (SSO, IdPs, SAML, Oauth)You will be required to work flexibly on a fixed shift through weekends to meet the needs of our customersYou may be required to pivot focus towards a dedicated support channel (i.e. Chat) to meet the needs of our customersDon’t see an exact role match? No problem! Join our Talent Community and stay up-to-date on company and careers updates relevant to your career.
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The work culture at Atlassian must adhere to the Ethics of Work Culture as described in the Ethical framework of the UN Charter. You can gain more insights into their local workplace environment by exploring their jobs Atlassian and also by visiting their official website through Google.
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