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Cloud Technical Support Engineer
Cloud Technical Support Engineer-March 2024
Flexible / Remote
Mar 18, 2025
ABOUT ATLASSIAN
Atlassian builds enterprise software that helps every member of every team and department stay on track, on point, and on top of their game. Atlassian develops products geared towards software develop
10,000+ employees
Technology
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About Cloud Technical Support Engineer

  Our Support Engineering teams practice a follow-the-sun methodology. Atlassian supports remote or hybrid work in our Sydney office. We're able to hire eligible candidates for this role who are based anywhere in Australia.

  Your Future Team

  The work we do in Customer Support Services (CSS) is a mixture of a customer focus, technical prowess, and deep listening. Our goal is to create customers for life through honest conversations, openness, and responsive problem-solving. We're often the first team a customer interacts with, so we look for solution focussed people with the drive to push the Atlassian experience forward, unleashing every customers' potential and help teams turn ideas into reality with our extraordinary collaboration tools.

  What you'll do

  Reporting to the Support Manager, you'll perform troubleshooting, debugging and root cause analysis for Atlassian's Cloud-based web applications based on a micro-services architectureCommunicate and troubleshoot with customers through various channels to investigate their concerns, provide regular progress updates, share action plans and details on the resolutionCollaborate with peers to share knowledge, gain support, and conquer the toughest technical casesAdvocate for customers by understanding their use cases and escalating trends to influence feature requests and bug fixes

  Your background

  Typically 2 - 5 years experience as an Application Support Engineer, Cloud Support Engineer or similar role in customer-facing environmentsSound level of troubleshooting skills across technologies including REST API, Browser Devtools, SQL and Splunk queries, SSL/TLS, SSO/SAML, Java Logs and NetworkingDemonstrated ability to exceed customer expectations displaying a high degree of empathy and curiosity whilst diagnosing complex technical issues using communication modalities such as phone, screen share and live chatAbility to embrace team collaboration and group contribution with a passion for learning new technologies and how to utilise them in a customer-facing environment

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