Atlassians Work from Home Jobs; Hiring Associate Support Engineer – Apply Now

The Associate Support Engineer (Cloud APAC) isn’t just an ordinary Support role. As an Associate Support Engineer you will provide multi-channel support, including via chat and email, to customers using Atlassian products, in 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 problem solving skills; and be someone who embraces challenges. The candidate must be able to work APAC business hours and also be flexible to assist during weekends as needed to support business needs.

Name of the Organization: Atlassians

Requisition ID: 16332

Positions: Associate Support Engineer(ASE) - Platform Support

Location: Remote (Work from Home)

Salary: As per company Norms

Educational Qualifications:

• Overall 1+ years of customer or support facing industry experience
• Have an understanding of Operating Systems, Networking Concepts and Cloud Computing
• 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)
• They’re looking for individuals who have a customer centric mindset, can adapt quickly, are curious, resilient, have quick learning ability, growth mindset, and a solution-based approach inline with Atlassian’s Core values.
• Fluent written and verbal communication skills in English.
• Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Logical approach to problem solving & strong troubleshooting experience
• Experience working with peers/teams across multiple locations in an added avantage.
• To have flexibility to cover a fixed shift through weekends on rotation basis 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

Responsibilities:

• 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.
• Ensure that customers have a positive experience with Atlassian Cloud products.
• Understand customer use cases, perform troubleshooting, devise and implement workarounds to product bugs.
• Contribute to our Product knowledge through Knowledge base articles and our Standard Operating Procedures (SOPs), helping us stay current on case management content
• Assist our APAC customers:
• Current - Work in a 7:00 AM to 4:00 PM IST shift
• Future - Work in a 5:00 AM to 2:00 PM IST shift (indicative times)

 

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