Senior Support Engineer
Content + Source + Freshness • 18 Dec 2025 • 95% confidence
Offer value
The position offers a strong balance of technical responsibilities and customer interaction, providing opportunities for growth in a reputable organization with a focus on employee flexibility.
- Flexible work environment with remote options
- Requirements for diverse technical skills and customer orientation
- Opportunities for mentorship and training
Pros
- Generous flexibility in work location (office, remote, or hybrid)
- Clear progression paths in technical support and customer relations
- Diverse technical challenges, enhancing skill sets in troubleshooting and support
Cons
- High case volume may lead to intense work periods
- On-call support requirement can disrupt personal time
- Several technical qualifications may limit candidate pool
Who it's for
Mid-Level • Flexible/Remote
Good fit
- Technical support specialists with 3-5 years experience
- Problem solvers with strong communication skills
- Team players interested in customer service
Not recommended for
- Entry-level candidates without relevant experience
- Individuals seeking strictly office hours
- Those without a passion for technical troubleshooting
Motivation fit
Key skills
About the job
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.
Responsibilities
Responsible for the customer support experience with Atlassian
Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams
Escalate issues in a timely manner according to Standard Operating Procedures
Create new knowledge base articles to capture new learning’s for reuse throughout the organization.
Participate in technical communications within the Technical Support team to share best practices and learn about new technologies
Focus on an area of technical specialization and attend technical training.
Ability to work a flexible schedule, including modified work weeks and providing on-call support during days off when required.
Competencies
Customer Orientation
Effective communication
Adaptability
Team and Collaborative Working
Learning aptitude
Experience
3-5 years of experience in Technical Support, Software Services, and system administration for a large end-user community
Track record to de-escalate difficult situations with customers, working with executive levels, while working on tickets and mentoring your team.
Have supported customers over email, phone, chat and screen-shares.
Experience working in a high case volume environment
Must-Have Skills:
Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
Experience working with log searching, monitoring, and analyzing machine-generated data via a Web-style interface or similar tools.
Experience with APIs and REST calls.
Front-end troubleshooting skills and an understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.
Good to Have Skills:
Usage of Browser dev tools, HAR File analysis, Splunk.
Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.
Experience working in a Linux environment.
Understanding of mail flow concepts and mail protocols such as SMTP/POP/IMAP
Familiarity with Cloud technologies such as AWS will be a plus.
Qualifications
Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.
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.
