Our Support Engineering teams practice a follow-the-sun methodology. Atlassian supports remote or hybrid work in our Sydney office. We're able to hire eligible candidates for this role who are based anywhere in Australia.

　　Your Future Team The work we do in Customer Support Services (CSS) is a mixture of a customer focus, technical prowess, and deep listening. Our goal is to create customers for life through honest conversations, openness, and responsive problem-solving. We're often the first team a customer interacts with, so we look for solution focussed people with the drive to push the Atlassian experience forward, unleashing every customers' potential and help teams turn ideas into reality with our extraordinary collaboration tools.

　　The Strategic Accounts team impacts millions of end-users and their experience with Atlassians innovative products. We provide advanced support to some of our largest Enterprise customers, bringing together global talent from diverse backgrounds to troubleshoot customers most technically challenging problems. We stay ahead of emerging technologies and celebrate our achievements along the way.

　　Reporting to the Support Manager, you'll perform troubleshooting, debugging and log file analysis of Atlassian's Java-based web applications across operating systems, databases and networking technologiesTake the lead in communicating and troubleshooting with customers through various channels to investigate their concerns, provide regular progress updates, share action plans and details on the resolutionExecute with a solution-focussed mindset and technical expertise, collaborate to unblock and supplement knowledge gaps to move issues forwardBring new and improved support approaches to Atlassian and be recognised as a knowledge multiplier, uplifting our teams technical skillBe an advocate for customers by understanding their use cases and identifying trends to influence feature requests and bug fixes

　　Typically 6 - 8+ years experience as an Application Support Engineer, Systems Engineer or similar role across technical customer-facing On-Prem environmentsIntermediate to advanced level of troubleshooting skills across operating systems and technologies including Windows/Linux, JVM, SQL, Networking, LDAP and SSL/TLSExperience leading initiatives that enhance efficiencies, customer outcomes and capabilitiesDemonstrated ability to exceed customer expectations displaying a high degree of empathy and curiosity whilst diagnosing complex technical issues effectively and efficientlyMotivation to enhance team collaboration and embrace group contribution with a passion for learning new technologies and how to utilise them in a customer-facing environment