Senior Support Engineer, On Prem / DC (APAC Shift)
Atlassian
Senior Support Engineer, On Prem / DC (APAC Shift)
Job Description
Senior Support Engineer, On Prem / DC (APAC Shift)
📋 Job Overview
The Senior Support Engineer, On Prem / DC (APAC Shift) at Atlassian is responsible for resolving complex customer issues, creating knowledge-base articles, and advocating for customer needs. This role requires working APAC hours and involves deep technical support, including code error diagnosis and root cause analysis across the Atlassian stack.
📍 Location: Bengaluru, India
🏢 Category: Support
📅 Posted: 2025-11-27 11:10 AM
🎯 Key Responsibilities
- Use professional written and verbal communications to customer base to resolve application issues
- Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
- Ability to explain the why behind issues and guide the customer to resolution with logic and context
- Creation and curation of knowledge-base articles and documentation to help customers help themselves
- Customer escalation support
- Evaluate active tickets, prioritizing workload, and monitoring queue health
- Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
- Advocate for our customers, influence product direction through customer feedback
- Develop into a highly skilled support engineer with subject matter expertise in all types of technologies across the Atlassian stack
✅ Required Qualifications
- 5+ years experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience
- In-depth operating system knowledge (e.g. Windows and/or Linux)
- Familiarity with database concepts (e.g., Oracle, SQL Server or Postgres)
- Well rounded experience with 1 or more application servers (e.g. Tomcat, Apache, IIS, NGINX etc.)
- Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)
- Strong degree of empathy for the customer experience
- Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and potentially mentoring your team
- Demonstrated ability to help other support engineers to grow their technical and troubleshooting skills
- Excellent communication skills, possessing the ability to support customers over email, or screen-shares
- Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior executives
- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
⭐ Preferred Qualifications
- Experience and/or familiarity with JVMs
🛠️ Required Skills
- Java/J2EE
- JVMs
- Windows
- Linux
- Oracle
- SQL Server
- Postgres
- Tomcat
- Apache
- IIS
- NGINX
- Proxies
- SSL
- Load balancers
- LDAP
- Empathy
- Deescalation
- Multi-tasking
- Mentoring
- Communication
- Team oriented interpersonal skills
- Time management
🎁 Benefits & Perks
- Health and wellbeing resources
- Paid volunteer days
- Engagement with 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
- Java/J2EEintermediate
- JVMsintermediate
- Windowsintermediate
- Linuxintermediate
- Oracleintermediate
- SQL Serverintermediate
- Postgresintermediate
- Tomcatintermediate
- Apacheintermediate
- IISintermediate
- NGINXintermediate
- Proxiesintermediate
- SSLintermediate
- Load balancersintermediate
- LDAPintermediate
- Empathyintermediate
- Deescalationintermediate
- Multi-taskingintermediate
- Mentoringintermediate
- Communicationintermediate
- Team oriented interpersonal skillsintermediate
- Time managementintermediate
Required Qualifications
- 5+ years experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience (experience)
- In-depth operating system knowledge (e.g. Windows and/or Linux) (experience)
- Familiarity with database concepts (e.g., Oracle, SQL Server or Postgres) (experience)
- Well rounded experience with 1 or more application servers (e.g. Tomcat, Apache, IIS, NGINX etc.) (experience)
- Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP) (experience)
- Strong degree of empathy for the customer experience (experience)
- Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and potentially mentoring your team (experience)
- Demonstrated ability to help other support engineers to grow their technical and troubleshooting skills (experience)
- Excellent communication skills, possessing the ability to support customers over email, or screen-shares (experience)
- Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior executives (experience)
- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency (experience)
Preferred Qualifications
- Experience and/or familiarity with JVMs (experience)
Responsibilities
- Use professional written and verbal communications to customer base to resolve application issues
- Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
- Ability to explain the why behind issues and guide the customer to resolution with logic and context
- Creation and curation of knowledge-base articles and documentation to help customers help themselves
- Customer escalation support
- Evaluate active tickets, prioritizing workload, and monitoring queue health
- Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
- Advocate for our customers, influence product direction through customer feedback
- Develop into a highly skilled support engineer with subject matter expertise in all types of technologies across the Atlassian stack
Benefits
- general: Health and wellbeing resources
- general: Paid volunteer days
- general: Engagement with local community
Tags & Categories
Senior Support Engineer, On Prem / DC (APAC Shift)
Atlassian
Senior Support Engineer, On Prem / DC (APAC Shift)
Job Description
Senior Support Engineer, On Prem / DC (APAC Shift)
📋 Job Overview
The Senior Support Engineer, On Prem / DC (APAC Shift) at Atlassian is responsible for resolving complex customer issues, creating knowledge-base articles, and advocating for customer needs. This role requires working APAC hours and involves deep technical support, including code error diagnosis and root cause analysis across the Atlassian stack.
📍 Location: Bengaluru, India
🏢 Category: Support
📅 Posted: 2025-11-27 11:10 AM
🎯 Key Responsibilities
- Use professional written and verbal communications to customer base to resolve application issues
- Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
- Ability to explain the why behind issues and guide the customer to resolution with logic and context
- Creation and curation of knowledge-base articles and documentation to help customers help themselves
- Customer escalation support
- Evaluate active tickets, prioritizing workload, and monitoring queue health
- Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
- Advocate for our customers, influence product direction through customer feedback
- Develop into a highly skilled support engineer with subject matter expertise in all types of technologies across the Atlassian stack
✅ Required Qualifications
- 5+ years experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience
- In-depth operating system knowledge (e.g. Windows and/or Linux)
- Familiarity with database concepts (e.g., Oracle, SQL Server or Postgres)
- Well rounded experience with 1 or more application servers (e.g. Tomcat, Apache, IIS, NGINX etc.)
- Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)
- Strong degree of empathy for the customer experience
- Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and potentially mentoring your team
- Demonstrated ability to help other support engineers to grow their technical and troubleshooting skills
- Excellent communication skills, possessing the ability to support customers over email, or screen-shares
- Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior executives
- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
⭐ Preferred Qualifications
- Experience and/or familiarity with JVMs
🛠️ Required Skills
- Java/J2EE
- JVMs
- Windows
- Linux
- Oracle
- SQL Server
- Postgres
- Tomcat
- Apache
- IIS
- NGINX
- Proxies
- SSL
- Load balancers
- LDAP
- Empathy
- Deescalation
- Multi-tasking
- Mentoring
- Communication
- Team oriented interpersonal skills
- Time management
🎁 Benefits & Perks
- Health and wellbeing resources
- Paid volunteer days
- Engagement with 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
- Java/J2EEintermediate
- JVMsintermediate
- Windowsintermediate
- Linuxintermediate
- Oracleintermediate
- SQL Serverintermediate
- Postgresintermediate
- Tomcatintermediate
- Apacheintermediate
- IISintermediate
- NGINXintermediate
- Proxiesintermediate
- SSLintermediate
- Load balancersintermediate
- LDAPintermediate
- Empathyintermediate
- Deescalationintermediate
- Multi-taskingintermediate
- Mentoringintermediate
- Communicationintermediate
- Team oriented interpersonal skillsintermediate
- Time managementintermediate
Required Qualifications
- 5+ years experience in a highly technical support role, preferably in a software environment with Java/J2EE troubleshooting experience (experience)
- In-depth operating system knowledge (e.g. Windows and/or Linux) (experience)
- Familiarity with database concepts (e.g., Oracle, SQL Server or Postgres) (experience)
- Well rounded experience with 1 or more application servers (e.g. Tomcat, Apache, IIS, NGINX etc.) (experience)
- Advanced Knowledge of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP) (experience)
- Strong degree of empathy for the customer experience (experience)
- Proven ability to deescalate difficult situations with customers, while multi-tasking between tickets and potentially mentoring your team (experience)
- Demonstrated ability to help other support engineers to grow their technical and troubleshooting skills (experience)
- Excellent communication skills, possessing the ability to support customers over email, or screen-shares (experience)
- Exhibit strong team oriented interpersonal skills with the ability to effectively interface with a wide variety of people and roles from junior engineers to senior executives (experience)
- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency (experience)
Preferred Qualifications
- Experience and/or familiarity with JVMs (experience)
Responsibilities
- Use professional written and verbal communications to customer base to resolve application issues
- Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
- Ability to explain the why behind issues and guide the customer to resolution with logic and context
- Creation and curation of knowledge-base articles and documentation to help customers help themselves
- Customer escalation support
- Evaluate active tickets, prioritizing workload, and monitoring queue health
- Build internal relationships with our development and product management teams to help communicate the needs and urgency of our customers
- Advocate for our customers, influence product direction through customer feedback
- Develop into a highly skilled support engineer with subject matter expertise in all types of technologies across the Atlassian stack
Benefits
- general: Health and wellbeing resources
- general: Paid volunteer days
- general: Engagement with local community
Tags & Categories