Senior Support Engineer - Cloud Migrations

Job Description

If you love solving the deepest and most challenging tech problems, enjoy working with all types of customers from around the world (Start-ups to Fortune 500 corporations), and love variety, this job has it all in spades. Atlassian is a rapidly growing software development company, and the Support team is expanding to allow it to scale with the business. Our Enterprise Support Engineers are responsible for improving our customers experience with our products, through advanced troubleshooting and helping our global team of engineers solve our more difficult problems.We re looking for engineers with a strong degree of empathy for the customer experience and excellent communication skills. You will need to have a proven ability to de-escalate difficult situations with customers, while multi-tasking between tickets and mentoring your team. As an Enterprise Support Engineer, you should demonstrate the ability to coach and mentor other support engineers to grow their technical and troubleshooting skills.In this role:Our Enterprise Support Engineers for Cloud Migrations hit that sweet spot between a technical and customer-facing role, and focus on providing advanced support and product expertise to our largest customers who are on their migration journey from their On-prem Atlassian products to Atlassian Cloud. You will lead and participate in customer-facing calls helping to communicate progress updates, action plans to migration blockers, runbooks and production migration execution. You will partner closely with cloud migrations manager, product and engineering teams to deliver an awesome migration experience to our customers and provide insights to product team on making our Migration tooling and customer experience better.On your first day, well expect you to have:
• 8+ years of experience in support, software services, and/or system administration for a large end-user community
• 4+ years of experience in working with enterprise customers in a high touch model
• Strong database skills, with the expertise to write and update SQL queries with ease
• Experience to write, review or modify Scripts (Python, bash/shell) will be good to have
• Deep understanding of SSO, SAML, LDAP, Active Directory, SSL, etc
• Experience with Splunk
• Experience with APIs and REST calls
• Worked with various operating systems, such as Linux, Unix, and Windows.
• Proven knowledge of networks
• Experience supporting Java, especially the JVM components
• Strong analytical skills, ability to tackle problems, learn new technologies, and enthusiasm to continually evolve as a technical expert
• Experience working in an Enterprise environment or with Enterprise customers
• Exhibit strong team-oriented interpersonal skills and the ability to effectively work with a wide variety of people and roles
• Experience in server to cloud migrations an added advantage
Responsibilities
• Work directly with Atlassian customers and partners to help migrate their Atlassian products from On-prem to Cloud
• Jumping on to calls with customers to provide updates on migration.
• Engage support teams across multiple regions and/or cross functions within Atlassian like CSM , EA s, Devs for best outcomes towards the customer s migration project
• Ability to influence customer and/or partner team to follow best practices for a successful migration
• Contribute to the creation and review of knowledge articles
• Participate in release readiness activities
More about the teamThe Enterprise Support Engineer is a part of our Enterprise team, which is passionate about providing advanced support and product expertise to our largest customers. This role enables working on our most meaningful customer accounts and working with global Atlassian team members. You will join a growing team of specialists, improving our support capabilities, capacity, and quality for our largest and most sophisticated customers.,

Keyskills :
active directorynetworkingtechnical supporttroubleshootingsql queriesanalytical skillsoperating systemsdisaster responsesupport engineers