Atlassian Technical Support Engineer
Table of Contents
Embark on an immersive journey within the customer-centric Support realm at Loom, where unraveling the intricacies of customer queries and ardently championing their requisites constitute the very essence of our endeavors. We forge symbiotic alliances with the ingenious minds in the Product and Engineering domains, orchestrating seamless cadences of rapid feedback that orchestrate superior customer destinies. As a pivotal luminary within Loom’s Support Engineering echelon, your indelible contribution assumes paramount significance in steering the triumph of myriad users, endowing our most formidable patrons with the prowess to communicate in a manner that transcends the ordinary, leveraging the medium of video.
Job Role and Responsibility
- Reporting to the Support Manager, you’ll collaborate closely with our largest customers, delivering a white-glove support experience that enhances retention and loyalty.
- Create and maintain internal knowledge libraries and contribute to creating technical user-facing content.
- Communicate and troubleshoot with customers through various channels, providing regular updates while liaising with Product and Engineering to resolve customer issues.
- Be an escalation point for your Tier 1 and Tier 2 teams, taking on advanced cases to aid faster resolutions.
- Work with Success and Sales teams to ensure successful pre and post-sale customer resolution, identifying growth opportunities for existing users.
- Monitor and engage with community and social channels, including Slack and Social Media.
- Advocate for our customers by documenting insights and issues with the Product and Engineering teams.
- Create and maintain internal knowledge libraries and contribute to creating technical user-facing content.
Skills Required that will help succeed
- 2-5 years in a Technical Support Engineer, Technical Support Specialist, or Support Engineering role in a customer-facing environment (or similar roles).
- Demonstrated ability to exceed customer expectations with a high degree of empathy, curiosity, and advocacy while diagnosing issues.
- Experience supporting Cloud and SaaS solutions, electron apps (CSS, JavaScript, HTML), and familiarity with distributed computing environments.
- Proficiency in handling user authentication, authorization, and provisioning using OAuth, SSO, and SCIM.
- Ability to embrace team collaboration, contributing to group efforts with a passion for learning new technologies in a customer-facing environment.
- Proficient in analyzing server and client application logs to identify the root cause of errors.
- Experience with database queries using SQL.
- Expertise in handling media (audio and video), familiarity with video transcoding, bitrate, video codecs, display resolution, frame rate, and video quality.
- Troubleshooting protocols such as HTTP, HTTPS, WebSockets, DNS.
Recruitment Details
| Company Name | atlassian |
| Company Website | https://www.atlassian.com |
| Job Role | Technical Support Engineer |
| Job qualification | BACHELOR OF ENGINEERING |
| Work Experience | 2 – 5 years |
| Salary | Best of Industry |
| Job Location | Amsterdam, Netherlands |
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