In this role you will:

• You will be key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian, building a wide and loyal customer base to the Atlassian products and brand. You will perform triage, root cause analysis, debugging, and solving across one-to-many Atlassian products. As part of the team, you will receive on-boarding training to make you a specialist in one or more of our products, system technologies, and network technologies.

On your first day, we'll expect you to have:

• An understanding of Network terminologies, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, TLS/SSL, Routing Protocols;
• Experience with Splunk and/or Sentry is nice to have!
• Experience with Atlassian products is nice to have;
• Proven ability de-escalating difficult situations with customers, while multi-tasking between tickets and mentoring your team
• Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills.
• Excellent communication skills, able to support customers over email, phone, and screen-shares
• Strong interpersonal skills to effectively collaborate with a wide variety of people, from junior engineers to senior executives
• Strong time management skills, able to balance multiple tasks with varying levels of priority and urgency
• The ability to effectively communicate as the internal expert with customers at an executive level on in-depth technical details, progress, and next steps.