Senior Support Engineer, Cloud Migrations
Atlassian
Senior Support Engineer, Cloud Migrations
Job Description
Senior Support Engineer, Cloud Migrations
📋 Job Overview
As a Senior Support Engineer at Atlassian, you will own and resolve complex technical issues related to cloud migrations, providing high-touch support to enterprise customers. You will collaborate across teams, escalate issues, and contribute to continuous improvement and knowledge sharing. This role requires working PST or MST friendly hours and may involve occasional weekend shifts.
📍 Location: San Francisco, United States
🏢 Category: Support
📅 Posted: 2025-11-04 11:31 PM
🎯 Key Responsibilities
- Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, root cause analysis, and transparency within and across teams
- Escalate issues in a timely manner according to Standard Operating Procedures
- Provide technical support through different channels (tickets, phone calls, and screen shares) with customers, jumping on calls as needed to provide updates
- Be the point person in handling escalations, using soft skills and knowledge as a subject matter expert to help resolve issues for customers
- Perform case reviews to identify trends and improvement areas, developing action plans for support engineers
- Use operational experience to identify trends, guide team tactics, and contribute to continuous improvement projects
- Understand customer use cases and advocate for their needs to influence feature requests and bug fixes
- Create and review knowledge-based articles, standard operating procedures, best practices, and documentation for both end-users and the global support team
- Ramp up quickly on new technologies and how to use them in a customer-facing environment
- Work with diverse teams, sharing best practices, driving operational improvements, and living Atlassian values
- Occasional weekend shift rotation required
- Influence customer and/or local partner team to follow best practices and work directly with them to help migrate their Atlassian products from On-prem to Cloud
- Engage support teams across multiple regions and/or functions within Atlassian like Customer Success, Sales, Engineering for best outcomes towards the customer's migration project
- Participate in release readiness activities
✅ Required Qualifications
- 8+ years of experience in support, software services, and/or system administration for a large end-user community
- 2+ years of experience working with enterprise customers in a high touch model
- Database skills, with the expertise to write and update SQL queries with ease
- Expertise to write Scripts (Python, bash/shell)
- Experience with SSO, SAML, LDAP, Active Directory, SSL, etc
- Experience with Splunk
- Experience with APIs and REST calls
- Worked with different operating systems, such as Linux, Unix, and Windows
- Knowledge of networks
- Experience supporting Java, especially the JVM components
- Ability to handle problems, learn new technologies, and enthusiasm to evolve as a technical expert
- Experience working in an Enterprise environment or with Enterprise customers
⭐ Preferred Qualifications
- Experience in server-to-cloud migrations
🛠️ Required Skills
- Collaboration
- Troubleshooting best practices
- Root cause analysis
- Transparency
- Soft skills
- Subject matter expertise
- SQL
- Python
- Bash/shell scripting
- SSO
- SAML
- LDAP
- Active Directory
- SSL
- Splunk
- APIs
- REST calls
- Linux
- Unix
- Windows
- Networks
- Java
- JVM components
- Problem handling
- Learning new technologies
- Technical expertise
- Team-oriented
- Ability to work with several people and roles
🎁 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
- San Francisco, United States
Salary
Estimated Salary Rangemedium confidence
120,000 - 180,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Collaborationintermediate
- Troubleshooting best practicesintermediate
- Root cause analysisintermediate
- Transparencyintermediate
- Soft skillsintermediate
- Subject matter expertiseintermediate
- SQLintermediate
- Pythonintermediate
- Bash/shell scriptingintermediate
- SSOintermediate
- SAMLintermediate
- LDAPintermediate
- Active Directoryintermediate
- SSLintermediate
- Splunkintermediate
- APIsintermediate
- REST callsintermediate
- Linuxintermediate
- Unixintermediate
- Windowsintermediate
- Networksintermediate
- Javaintermediate
- JVM componentsintermediate
- Problem handlingintermediate
- Learning new technologiesintermediate
- Technical expertiseintermediate
- Team-orientedintermediate
- Ability to work with several people and rolesintermediate
Required Qualifications
- 8+ years of experience in support, software services, and/or system administration for a large end-user community (experience)
- 2+ years of experience working with enterprise customers in a high touch model (experience)
- Database skills, with the expertise to write and update SQL queries with ease (experience)
- Expertise to write Scripts (Python, bash/shell) (experience)
- Experience with SSO, SAML, LDAP, Active Directory, SSL, etc (experience)
- Experience with Splunk (experience)
- Experience with APIs and REST calls (experience)
- Worked with different operating systems, such as Linux, Unix, and Windows (experience)
- Knowledge of networks (experience)
- Experience supporting Java, especially the JVM components (experience)
- Ability to handle problems, learn new technologies, and enthusiasm to evolve as a technical expert (experience)
- Experience working in an Enterprise environment or with Enterprise customers (experience)
Preferred Qualifications
- Experience in server-to-cloud migrations (experience)
Responsibilities
- Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, root cause analysis, and transparency within and across teams
- Escalate issues in a timely manner according to Standard Operating Procedures
- Provide technical support through different channels (tickets, phone calls, and screen shares) with customers, jumping on calls as needed to provide updates
- Be the point person in handling escalations, using soft skills and knowledge as a subject matter expert to help resolve issues for customers
- Perform case reviews to identify trends and improvement areas, developing action plans for support engineers
- Use operational experience to identify trends, guide team tactics, and contribute to continuous improvement projects
- Understand customer use cases and advocate for their needs to influence feature requests and bug fixes
- Create and review knowledge-based articles, standard operating procedures, best practices, and documentation for both end-users and the global support team
- Ramp up quickly on new technologies and how to use them in a customer-facing environment
- Work with diverse teams, sharing best practices, driving operational improvements, and living Atlassian values
- Occasional weekend shift rotation required
- Influence customer and/or local partner team to follow best practices and work directly with them to help migrate their Atlassian products from On-prem to Cloud
- Engage support teams across multiple regions and/or functions within Atlassian like Customer Success, Sales, Engineering for best outcomes towards the customer's migration project
- Participate in release readiness activities
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 Migrations
Atlassian
Senior Support Engineer, Cloud Migrations
Job Description
Senior Support Engineer, Cloud Migrations
📋 Job Overview
As a Senior Support Engineer at Atlassian, you will own and resolve complex technical issues related to cloud migrations, providing high-touch support to enterprise customers. You will collaborate across teams, escalate issues, and contribute to continuous improvement and knowledge sharing. This role requires working PST or MST friendly hours and may involve occasional weekend shifts.
📍 Location: San Francisco, United States
🏢 Category: Support
📅 Posted: 2025-11-04 11:31 PM
🎯 Key Responsibilities
- Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, root cause analysis, and transparency within and across teams
- Escalate issues in a timely manner according to Standard Operating Procedures
- Provide technical support through different channels (tickets, phone calls, and screen shares) with customers, jumping on calls as needed to provide updates
- Be the point person in handling escalations, using soft skills and knowledge as a subject matter expert to help resolve issues for customers
- Perform case reviews to identify trends and improvement areas, developing action plans for support engineers
- Use operational experience to identify trends, guide team tactics, and contribute to continuous improvement projects
- Understand customer use cases and advocate for their needs to influence feature requests and bug fixes
- Create and review knowledge-based articles, standard operating procedures, best practices, and documentation for both end-users and the global support team
- Ramp up quickly on new technologies and how to use them in a customer-facing environment
- Work with diverse teams, sharing best practices, driving operational improvements, and living Atlassian values
- Occasional weekend shift rotation required
- Influence customer and/or local partner team to follow best practices and work directly with them to help migrate their Atlassian products from On-prem to Cloud
- Engage support teams across multiple regions and/or functions within Atlassian like Customer Success, Sales, Engineering for best outcomes towards the customer's migration project
- Participate in release readiness activities
✅ Required Qualifications
- 8+ years of experience in support, software services, and/or system administration for a large end-user community
- 2+ years of experience working with enterprise customers in a high touch model
- Database skills, with the expertise to write and update SQL queries with ease
- Expertise to write Scripts (Python, bash/shell)
- Experience with SSO, SAML, LDAP, Active Directory, SSL, etc
- Experience with Splunk
- Experience with APIs and REST calls
- Worked with different operating systems, such as Linux, Unix, and Windows
- Knowledge of networks
- Experience supporting Java, especially the JVM components
- Ability to handle problems, learn new technologies, and enthusiasm to evolve as a technical expert
- Experience working in an Enterprise environment or with Enterprise customers
⭐ Preferred Qualifications
- Experience in server-to-cloud migrations
🛠️ Required Skills
- Collaboration
- Troubleshooting best practices
- Root cause analysis
- Transparency
- Soft skills
- Subject matter expertise
- SQL
- Python
- Bash/shell scripting
- SSO
- SAML
- LDAP
- Active Directory
- SSL
- Splunk
- APIs
- REST calls
- Linux
- Unix
- Windows
- Networks
- Java
- JVM components
- Problem handling
- Learning new technologies
- Technical expertise
- Team-oriented
- Ability to work with several people and roles
🎁 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
- San Francisco, United States
Salary
Estimated Salary Rangemedium confidence
120,000 - 180,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Collaborationintermediate
- Troubleshooting best practicesintermediate
- Root cause analysisintermediate
- Transparencyintermediate
- Soft skillsintermediate
- Subject matter expertiseintermediate
- SQLintermediate
- Pythonintermediate
- Bash/shell scriptingintermediate
- SSOintermediate
- SAMLintermediate
- LDAPintermediate
- Active Directoryintermediate
- SSLintermediate
- Splunkintermediate
- APIsintermediate
- REST callsintermediate
- Linuxintermediate
- Unixintermediate
- Windowsintermediate
- Networksintermediate
- Javaintermediate
- JVM componentsintermediate
- Problem handlingintermediate
- Learning new technologiesintermediate
- Technical expertiseintermediate
- Team-orientedintermediate
- Ability to work with several people and rolesintermediate
Required Qualifications
- 8+ years of experience in support, software services, and/or system administration for a large end-user community (experience)
- 2+ years of experience working with enterprise customers in a high touch model (experience)
- Database skills, with the expertise to write and update SQL queries with ease (experience)
- Expertise to write Scripts (Python, bash/shell) (experience)
- Experience with SSO, SAML, LDAP, Active Directory, SSL, etc (experience)
- Experience with Splunk (experience)
- Experience with APIs and REST calls (experience)
- Worked with different operating systems, such as Linux, Unix, and Windows (experience)
- Knowledge of networks (experience)
- Experience supporting Java, especially the JVM components (experience)
- Ability to handle problems, learn new technologies, and enthusiasm to evolve as a technical expert (experience)
- Experience working in an Enterprise environment or with Enterprise customers (experience)
Preferred Qualifications
- Experience in server-to-cloud migrations (experience)
Responsibilities
- Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, root cause analysis, and transparency within and across teams
- Escalate issues in a timely manner according to Standard Operating Procedures
- Provide technical support through different channels (tickets, phone calls, and screen shares) with customers, jumping on calls as needed to provide updates
- Be the point person in handling escalations, using soft skills and knowledge as a subject matter expert to help resolve issues for customers
- Perform case reviews to identify trends and improvement areas, developing action plans for support engineers
- Use operational experience to identify trends, guide team tactics, and contribute to continuous improvement projects
- Understand customer use cases and advocate for their needs to influence feature requests and bug fixes
- Create and review knowledge-based articles, standard operating procedures, best practices, and documentation for both end-users and the global support team
- Ramp up quickly on new technologies and how to use them in a customer-facing environment
- Work with diverse teams, sharing best practices, driving operational improvements, and living Atlassian values
- Occasional weekend shift rotation required
- Influence customer and/or local partner team to follow best practices and work directly with them to help migrate their Atlassian products from On-prem to Cloud
- Engage support teams across multiple regions and/or functions within Atlassian like Customer Success, Sales, Engineering for best outcomes towards the customer's migration project
- Participate in release readiness activities
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