Senior Support Engineer
Atlassian
Yokohama, Kanagawa Prefecture, Japan
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.