Skip to main contentA logo with &quat;the muse&quat; in dark blue text.

Support Engineer - Confluence

AT Atlassian
Atlassian

Support Engineer - Confluence

Remote

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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

What's in it for you?

  • The entire Atlassian team has created a unique business environment -- one of energy, creativity, and collaboration.
  • The atmosphere is fun, casual, and inviting, aligned with Atlassian's roots as a successful entrepreneurial start up.
  • We are guided in our efforts by a strong set of corporate values:

Want more jobs like this?

Get jobs that are Remote delivered to your inbox every week.

By signing up, you agree to our Terms of Service & Privacy Policy.


  • Open Company, no bullshit
  • Play, as a team
  • Build with heart & balance
  • Be the change you seek
  • Don't #@!% the customer

The Support Engineer - Frontline (Cloud EMEA) isn't just an ordinary Support Engineer role. As a Support Engineer you will provide multi-channel support, including via chat and email, to customers using Atlassian products. Your responsibilities will include isolating, diagnosing, reproducing, and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges. You must be able to work EMEA business hours and also be flexible to assist during weekends as needed to support business needs.

In this role, you will

  • Be responsible for resolving customer configuration issues and responding to customer questions reported by email & chat, ensuring all processes and agreed upon standards are followed.
  • Leverage your experience and operational know-how to not only identify gaps and opportunities but also to suggest potential solutions
  • Drive collaborative discussions within the Team, challenge thought processes, and encourage peers to see them through.
  • Ensure that customers have a positive experience with Atlassian Cloud products.
  • Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.
  • Provide ad-hoc guidance to customers, internal teams, Atlassian Solution Partners and others regarding how to properly implement any of these Atlassian Cloud products - Confluence Cloud or Atlassian Access

Technologies

  • Web technologies, REST API & HTTP
  • SQL
  • Cloud technologies
  • Scripting / Linux (Nice to have/optional)

Experience

  • Must have 3-4 years of working experience interacting with customers along with excellent telephone and chat etiquette, strong verbal communication, and listening skills.
  • Possess excellent diagnostic and troubleshooting skills, complemented by solid written communication abilities.
  • A passion for providing legendary customer service to our Small and Medium-sized Business customers, using Atlassian Cloud products.
  • We're looking for individuals who can self-organize, adapt quickly, curious, resourceful, resilient, have fast learning ability, growth mindset, systems thinking, and a solution-based approach.
  • Have understanding of Network terminologies MIB, SNMP, LAN, WAN, TCP/IP, OSI, NAT, DHCP, DNS, Routing Protocols(BGP, EIGRP, OSPF)
  • Work with APIs, REST payloads, REST endpoints, or 3rd party products to make recommendations to resolve customer issues.
  • Knowledge of SQL, Linux, Java Web Servers or Cloud technologies is a plus
  • Nice to have basic experience, if any:

    • Understanding of OAuth based authentication, SSL, etc
    • Understanding of other authentication technology and services (SSO, IdPs, SAML, Oauth)
  • You will be required to work flexibly on a fixed shift through weekends to meet the needs of our customers
  • You may be required to pivot focus towards a dedicated support channel (i.e. Chat) to meet the needs of our customers

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefitsto learn more.

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.

Job ID: Atlassian-16271
Employment Type: Full Time

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • HSA With Employer Contribution
    • Fitness Subsidies
    • Mental Health Benefits
    • On-Site Gym
    • HSA
  • Parental Benefits

    • Adoption Leave
    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
    • Work-From-Home Stipend
  • Office Life and Perks

    • Holiday Events
    • Casual Dress
    • Pet-friendly Office
    • Happy Hours
    • Snacks
    • Some Meals Provided
    • On-Site Cafeteria
  • Vacation and Time Off

    • Paid Vacation
    • Unlimited Paid Time Off
    • Paid Holidays
    • Personal/Sick Days
    • Volunteer Time Off
    • Sabbatical
    • Leave of Absence
  • Financial and Retirement

    • 401(K) With Company Matching
    • Company Equity
    • Performance Bonus
    • Relocation Assistance
    • Financial Counseling
  • Professional Development

    • Access to Online Courses
    • Internship Program
    • Leadership Training Program
    • Tuition Reimbursement
    • Learning and Development Stipend
    • Promote From Within
  • Diversity and Inclusion

    • Founder led
    • Employee Resource Groups (ERG)
    • Diversity, Equity, and Inclusion Program

Company Videos

Hear directly from employees about what it is like to work at Atlassian.