Senior Technical Support Engineer, Bamboo On Prem
Remote - Americas - Remote; Remote - Remote; Austin - United States - Austin, Texas 78702 United States; San Francisco - United States - San Francisco, California 94104 United States; New York - United States - New York, New York 10003 United States
Overview
Working at Atlassian
Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
We are giving priority to candidates who can work PST hours (8 am-5 pm) as we aim to support across multiple timezones. You will be fully remote so If you have the flexibility to adapt to this schedule, we encourage you to apply!
About the role
If you love solving the deepest and most technical problems, enjoy working with all types of customers from around the world (startups to Fortune 500 corporations), and love variety, this job has what you’re looking for. Reporting to the Enterprise Support Manager for DevTools, your focus will be our Bamboo customers. You will be responsible for navigating between tickets, mentoring your team, and deescalating difficult situations with customers.
Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $121,900 - $131,700
Zone B: $109,700 - $118,500
Zone C: $101,200 - $109,300
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
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.
Responsibilities
What You'll Do
Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
Write knowledge-base articles and documentation
Technical escalation management
Perform case reviews to identify trends and improvement areas and define action plans for support engineers
Evaluate active tickets, manage workloads, projects, and monitoring queue health
Build relationships with our development and product management teams to communicate the needs of our customers
Advocate for our customers and influence product direction through customer feedback
Qualifications
Your background
5+ years in technical support role with Java/J2EE application troubleshooting
You have experience configuring and troubleshooting Web application containers such as Tomcat, Jetty, etc.
Experience with software development models (Agile, V-model, Waterfall) and methodologies (DevOps, RAD, Scrum, TDD, FDD)
Experience with Version Control Systems such as git, Mercurial, and SVN
Experience with continuous integration and delivery
Advanced experience with relational database with most common RDBMS (Postgres, Oracle, mySQL).
Advanced proficiency in operating systems (Linux, OSX, Windows), REST APIs, LDAP
Scripting languages (Bash/sh)
Networking (protocols, proxies, firewalls, authentication, and authorization)
JVM analysis using thread dumps, heap dumps, and garbage collector logs
Cloud platforms (AWS, Azure)
Containerization (Docker, Kubernetes)
Job Profile
Must work PST hours 8 am-5 pm
Benefits/PerksBonuses Commissions Competitive compensation Equity Equity opportunities Health coverage Paid volunteer days Remote-first company Variety of perks Wellness resources
Tasks- Build relationships
- Collaboration
- Development
- Manage technical escalations
- Mentor team
- Resolve customer issues
- Write documentation
Agile APIs AWS Azure Bamboo Bash Cloud Code Error Diagnosis Collaboration Continuous Integration Customer service Debugging Design DevOps Docker Documentation Escalation management Firewalls Git Go Heap Dumps Influence Java JVM Knowledge base documentation Kubernetes LDAP Linux Mentoring Monitoring Networking Onboarding Oracle Product Management Proxies RDBMS Reporting REST REST APIs Root Cause Analysis Scrum Software Development Software Products Team Collaboration Technical Escalation Management Technical Support Tomcat Windows
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9