Senior Support Engineer - Cloud Enterprise
Atlassian
Senior Support Engineer - Cloud Enterprise
Job Description
Senior Support Engineer - Cloud Enterprise
📋 Job Overview
The Senior Support Engineer - Cloud Enterprise at Atlassian will troubleshoot and resolve complex customer issues related to Atlassian Guard, Atlassian Account, and Cloud Administration. This role involves serving as a subject matter expert, mentoring other engineers, and contributing to documentation and process improvements.
📍 Location: Bengaluru, India
🏢 Category: Support
📅 Posted: 2025-11-21 04:19 AM
🎯 Key Responsibilities
- Troubleshoot and resolve complex customer issues related to Atlassian Guard, Atlassian Account, and Cloud Administration, including SSO/SAML, SCIM, user provisioning, org management, and security policies
- Serve as a subject matter expert and escalation point for Atlassian Guard, Cloud Administration and Atlassian Account cases, collaborating with product and engineering teams to drive resolution
- Analyze logs, audit trails, and system behaviors using tools like Splunk, browser dev tools, and REST APIs
- Guide customers through advanced troubleshooting, root cause analysis, and solution implementation, often in live sessions
- Mentor and coach other support engineers, sharing knowledge and best practices for platform topics
- Contribute to internal and external documentation, knowledge base articles, and process improvements
- Participate in on-call rotations and incident response for critical platform issues
- Advocate for customer needs and represent the voice of the customer in product and process discussions
- Support cross-product migrations, org merges, and advanced administrative scenarios
✅ Required Qualifications
- 8+ years of experience in support, software services, and/or system administration for a large end-user community
- 3+ years of experience in working with enterprise customers
- Effective, clear, and concise communication with the ability to adapt to your audiences with different levels of technical acumen
- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency, while checking communication channels to stay on top of customer and team needs
- Continuous Learning & Growth Mindset: You thrive in a fast-paced, ever-changing environment and have a strong commitment to continuous self-improvement
- Strong technical troubleshooting skills: ability to isolate variables, step through issues, and attempt to reproduce in lab
- Ability to problem-solve complex tickets, clarify the problem, recommend solutions, identify and summarize root cause analysis, and utilize escalation channels as needed
🛠️ Required Skills
- Effective communication
- Time management
- Technical troubleshooting
- Problem-solving
- Root cause analysis
- Knowledge of Atlassian Guard
- Knowledge of Atlassian Account
- Knowledge of Cloud Administration
- SSO/SAML
- SCIM
- User provisioning
- Org management
- Security policies
- Splunk
- Browser dev tools
- REST APIs
- Mentoring
- Documentation
- Process improvement
- Incident response
🎁 Benefits & Perks
- Health and wellbeing resources
- Paid volunteer days
- Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Locations
- Bengaluru, India
Salary
Estimated Salary Rangemedium confidence
2,500,000 - 4,000,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Effective communicationintermediate
- Time managementintermediate
- Technical troubleshootingintermediate
- Problem-solvingintermediate
- Root cause analysisintermediate
- Knowledge of Atlassian Guardintermediate
- Knowledge of Atlassian Accountintermediate
- Knowledge of Cloud Administrationintermediate
- SSO/SAMLintermediate
- SCIMintermediate
- User provisioningintermediate
- Org managementintermediate
- Security policiesintermediate
- Splunkintermediate
- Browser dev toolsintermediate
- REST APIsintermediate
- Mentoringintermediate
- Documentationintermediate
- Process improvementintermediate
- Incident responseintermediate
Required Qualifications
- 8+ years of experience in support, software services, and/or system administration for a large end-user community (experience)
- 3+ years of experience in working with enterprise customers (experience)
- Effective, clear, and concise communication with the ability to adapt to your audiences with different levels of technical acumen (experience)
- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency, while checking communication channels to stay on top of customer and team needs (experience)
- Continuous Learning & Growth Mindset: You thrive in a fast-paced, ever-changing environment and have a strong commitment to continuous self-improvement (experience)
- Strong technical troubleshooting skills: ability to isolate variables, step through issues, and attempt to reproduce in lab (experience)
- Ability to problem-solve complex tickets, clarify the problem, recommend solutions, identify and summarize root cause analysis, and utilize escalation channels as needed (experience)
Responsibilities
- Troubleshoot and resolve complex customer issues related to Atlassian Guard, Atlassian Account, and Cloud Administration, including SSO/SAML, SCIM, user provisioning, org management, and security policies
- Serve as a subject matter expert and escalation point for Atlassian Guard, Cloud Administration and Atlassian Account cases, collaborating with product and engineering teams to drive resolution
- Analyze logs, audit trails, and system behaviors using tools like Splunk, browser dev tools, and REST APIs
- Guide customers through advanced troubleshooting, root cause analysis, and solution implementation, often in live sessions
- Mentor and coach other support engineers, sharing knowledge and best practices for platform topics
- Contribute to internal and external documentation, knowledge base articles, and process improvements
- Participate in on-call rotations and incident response for critical platform issues
- Advocate for customer needs and represent the voice of the customer in product and process discussions
- Support cross-product migrations, org merges, and advanced administrative scenarios
Benefits
- general: Health and wellbeing resources
- general: Paid volunteer days
- general: Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Tags & Categories
Senior Support Engineer - Cloud Enterprise
Atlassian
Senior Support Engineer - Cloud Enterprise
Job Description
Senior Support Engineer - Cloud Enterprise
📋 Job Overview
The Senior Support Engineer - Cloud Enterprise at Atlassian will troubleshoot and resolve complex customer issues related to Atlassian Guard, Atlassian Account, and Cloud Administration. This role involves serving as a subject matter expert, mentoring other engineers, and contributing to documentation and process improvements.
📍 Location: Bengaluru, India
🏢 Category: Support
📅 Posted: 2025-11-21 04:19 AM
🎯 Key Responsibilities
- Troubleshoot and resolve complex customer issues related to Atlassian Guard, Atlassian Account, and Cloud Administration, including SSO/SAML, SCIM, user provisioning, org management, and security policies
- Serve as a subject matter expert and escalation point for Atlassian Guard, Cloud Administration and Atlassian Account cases, collaborating with product and engineering teams to drive resolution
- Analyze logs, audit trails, and system behaviors using tools like Splunk, browser dev tools, and REST APIs
- Guide customers through advanced troubleshooting, root cause analysis, and solution implementation, often in live sessions
- Mentor and coach other support engineers, sharing knowledge and best practices for platform topics
- Contribute to internal and external documentation, knowledge base articles, and process improvements
- Participate in on-call rotations and incident response for critical platform issues
- Advocate for customer needs and represent the voice of the customer in product and process discussions
- Support cross-product migrations, org merges, and advanced administrative scenarios
✅ Required Qualifications
- 8+ years of experience in support, software services, and/or system administration for a large end-user community
- 3+ years of experience in working with enterprise customers
- Effective, clear, and concise communication with the ability to adapt to your audiences with different levels of technical acumen
- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency, while checking communication channels to stay on top of customer and team needs
- Continuous Learning & Growth Mindset: You thrive in a fast-paced, ever-changing environment and have a strong commitment to continuous self-improvement
- Strong technical troubleshooting skills: ability to isolate variables, step through issues, and attempt to reproduce in lab
- Ability to problem-solve complex tickets, clarify the problem, recommend solutions, identify and summarize root cause analysis, and utilize escalation channels as needed
🛠️ Required Skills
- Effective communication
- Time management
- Technical troubleshooting
- Problem-solving
- Root cause analysis
- Knowledge of Atlassian Guard
- Knowledge of Atlassian Account
- Knowledge of Cloud Administration
- SSO/SAML
- SCIM
- User provisioning
- Org management
- Security policies
- Splunk
- Browser dev tools
- REST APIs
- Mentoring
- Documentation
- Process improvement
- Incident response
🎁 Benefits & Perks
- Health and wellbeing resources
- Paid volunteer days
- Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Locations
- Bengaluru, India
Salary
Estimated Salary Rangemedium confidence
2,500,000 - 4,000,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Effective communicationintermediate
- Time managementintermediate
- Technical troubleshootingintermediate
- Problem-solvingintermediate
- Root cause analysisintermediate
- Knowledge of Atlassian Guardintermediate
- Knowledge of Atlassian Accountintermediate
- Knowledge of Cloud Administrationintermediate
- SSO/SAMLintermediate
- SCIMintermediate
- User provisioningintermediate
- Org managementintermediate
- Security policiesintermediate
- Splunkintermediate
- Browser dev toolsintermediate
- REST APIsintermediate
- Mentoringintermediate
- Documentationintermediate
- Process improvementintermediate
- Incident responseintermediate
Required Qualifications
- 8+ years of experience in support, software services, and/or system administration for a large end-user community (experience)
- 3+ years of experience in working with enterprise customers (experience)
- Effective, clear, and concise communication with the ability to adapt to your audiences with different levels of technical acumen (experience)
- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency, while checking communication channels to stay on top of customer and team needs (experience)
- Continuous Learning & Growth Mindset: You thrive in a fast-paced, ever-changing environment and have a strong commitment to continuous self-improvement (experience)
- Strong technical troubleshooting skills: ability to isolate variables, step through issues, and attempt to reproduce in lab (experience)
- Ability to problem-solve complex tickets, clarify the problem, recommend solutions, identify and summarize root cause analysis, and utilize escalation channels as needed (experience)
Responsibilities
- Troubleshoot and resolve complex customer issues related to Atlassian Guard, Atlassian Account, and Cloud Administration, including SSO/SAML, SCIM, user provisioning, org management, and security policies
- Serve as a subject matter expert and escalation point for Atlassian Guard, Cloud Administration and Atlassian Account cases, collaborating with product and engineering teams to drive resolution
- Analyze logs, audit trails, and system behaviors using tools like Splunk, browser dev tools, and REST APIs
- Guide customers through advanced troubleshooting, root cause analysis, and solution implementation, often in live sessions
- Mentor and coach other support engineers, sharing knowledge and best practices for platform topics
- Contribute to internal and external documentation, knowledge base articles, and process improvements
- Participate in on-call rotations and incident response for critical platform issues
- Advocate for customer needs and represent the voice of the customer in product and process discussions
- Support cross-product migrations, org merges, and advanced administrative scenarios
Benefits
- general: Health and wellbeing resources
- general: Paid volunteer days
- general: Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Tags & Categories