The Support Engineer (Cloud) isn’t just an ordinary Support role. As a Support Engineer you will provide multi-channel support, including via phone 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 or EMEA business hours and also be flexible to assist during weekends as needed to support business needs.

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, in keeping with Atlassian's roots as a successful entrepreneurial start up.
A good transition for you, if you want to pivot & grow in the technical support world.
We are guided in our efforts by a strong set of corporate values:
- Open Company, no bullshit
- Play, as a team
- Build with heart & balance
- Be the change you seek
- Don’t #@!% the customer
  
  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: 4:30 AM to 1:30 PM IST shift or
    - EMEA customers: 12 noon to 9 PM IST (subject to DST changes) and occasionally work on weekends as On-Call engineer.