Enterprise Support Engineer Job at Atlassian (Sydney)

Senior Manager, Enterprise & Strategic Support

As the Senior Manager, Enterprise Support, you will own the support experience f...

Location

United States , Denver; Nashville

Salary:

132000.00 - 182000.00 USD / Year

Checkr

Expiration Date

Until further notice

Requirements

5+ years of experience in customer support leadership roles
At least 3 years focused on enterprise B2B customers
Direct management experience leading teams of 10-20+ support professionals in high-growth environments
Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models
Proven track record of successfully managing high-stakes customer escalations and executive-level communications
Enterprise B2B SaaS experience with complex, technical products (Required)
Experience in HR tech, compliance, or background screening industries (Preferred)
Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams
Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance
Experience building support processes, playbooks, and systems that scale with growth

Job Responsibility

Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers
Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication
Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts
Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs
Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs
Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements
Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance
Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery
Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect
Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery

What we offer

A fast-paced and collaborative environment
Learning and development allowance
Competitive compensation and opportunity for advancement
100% medical, dental and vision coverage
Unlimited PTO policy
Monthly wellness stipend
In-office perks such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages
A relocation stipend may be available for those willing to relocate to a Checkr hub location

Fulltime

Technical Support Engineer

As a Technical Support Engineer, you will be responsible for helping customers b...

Location

India

Salary:

Not provided

Redis

Expiration Date

Until further notice

Requirements

At least five years of relevant experience in the enterprise software industry
Strong background in scripting or programming languages
Working knowledge of Cloud-based and On-premise environments
Expert working knowledge in Linux/Unix and networking (TCP/IP)
Proficiency in communication and presentation, both written and verbal (in English)
Strong technical background with excellent problem-solving and multi-tasking skills
High availability and commitment to customers

Job Responsibility

Work with customers to troubleshoot and resolve complex software issues: Reproduce issues, replicating customer environments as needed
Document issues and contribute to our internal team documentation
Collaborate with Engineering as needed to provide solutions
Provide Root Cause Analysis
Analyze performance questions that may arise along the data path (including networks) for deployments that may be in the Cloud or On-premises
Provide technical expertise during testing, deployment, and upgrading of Redis software
Manage critical customer issues, facilitating communication between customers, CloudOps, Engineering, Product, TAMs, and Sales
Serve as the customer advocate for timely resolution of issues and handling escalations while helping customers realize and maximize the value of their Redis subscription
Participate in new product development, customer training, and other support-related activities

Enterprise Support Specialist, Spanish Speaking

As an Enterprise Specialist on the Product Support team, you’ll have the excitin...

Location

United States , San Francisco; New York

Salary:

43.80 - 63.90 USD / Hour

Figma

Expiration Date

Until further notice

Requirements

3+ years experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers
Proficiency in spoken and written Spanish at a professional level
Experience working with system administration for large end-user communities or guiding customers through complicated implementations
Experience in evaluating business impact of technical issues to drive cross functional alignment, prioritization, and timely resolutions

Job Responsibility

Develop expertise of Figma's products and the journey of our customers, from Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries
Interact with Figma customers daily via email, taking ownership over cases from start to resolution
Partner closely with Sales teams to guide large scale organizations through complex workspace configurations, acting quickly to address technical issues and ensuring successful account setup
Operate as the voice of the customer, capturing both product and process gaps in the experience and presenting data-backed cases for new feature development and process automation
Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution
Identify trends and communicate insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements
Engage in pilot programs and experimentation to identify efficient approaches for delivering fast and personalized interactions to meet performance expectations and customer commitments
Recommend foundational tooling and processes in partnership with our Product Support Operations teams to ensure we are set up to scale

What we offer

health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement
equity to employees
sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles

Fulltime

Senior Support Engineer, Cloud Migrations

Our Sr. Support Engineers improve our customers' experience with our products, t...

Location

India , Bengaluru

Salary:

Not provided

Atlassian

Expiration Date

Until further notice

Requirements

8+ years of experience in support, software services, and/or system administration for a large end-user community
2+ years of experience in working with enterprise customers in a high touch model
Strong database skills, with the expertise to write and update SQL queries with ease
Strong expertise to write, review or modify Scripts (Python, bash/shell)
Deep understanding of SSO, SAML, LDAP, Active Directory, SSL, etc
Experience with Splunk
Experience with APIs and REST calls
Worked with various operating systems, such as Linux, Unix, and Windows
Proven knowledge of networks
Experience supporting Java, especially the JVM components

Job Responsibility

Work directly with Atlassian customers and partners to help migrate their Atlassian products from On-prem to Cloud
Jumping on to calls with customers to provide updates on migration
Engage support teams across multiple regions and/or cross functions within Atlassian like CSM, EA’s, Devs for best outcomes towards the customer’s migration project
Ability to influence customer and/or partner team to follow best practices for a successful migration
Contribute to the creation and review of knowledge articles
Participate in release readiness activities

What we offer

Health and wellbeing resources
paid volunteer days

Fulltime

Network Support Engineer

HPE Aruba is seeking a skilled Network Support Engineer to provide technical exp...

Location

United States , Salt Lake City

Salary:

78700.00 - 181200.00 USD / Year

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's or Master's degree in Computer Science, Network Engineering, Electrical Engineering, or equivalent
4-6 years of experience in network engineering and support roles
Experience with enterprise networking equipment, preferably HPE Aruba products
Strong proficiency in RADIUS, TACACS+, and LDAP for secure authentication and access control
In-depth understanding of 802.1X, PKI, firewalls, VPNs, endpoint security, and encryption standards
Experience working with HPE Aruba ClearPass, Cisco ISE, or similar AAA solutions
Experience with AirWave and Central On-Prem for network monitoring and management
Solid understanding of TCP/IP, VLANs, routing, and switching
Strong analytical skills with expertise in log analysis, packet captures, and debugging complex network issues
Familiarity with Python, Bash, and automation tools (a plus)

Job Responsibility

Provide premium-level technical support for HPE Aruba ClearPass (NAC), AirWave (network monitoring), and Central On-Prem (network management)
Troubleshoot and resolve complex authentication, authorization, and accounting (AAA), RADIUS, TACACS+, and 802.1X issues
Support network monitoring, performance tuning, and troubleshooting using HPE Aruba AirWave
Manage configurations, troubleshoot device connectivity, and optimize network performance with HPE Aruba Central On-Prem
Collaborate with enterprise customers, partners, and internal teams to resolve critical issues
Perform root cause analysis (RCA) for recurring network security and management issues
Assist customers with software upgrades, patches, and migrations
Work with HPE Aruba engineering and product teams to identify bugs, propose enhancements, and improve platform stability
Document troubleshooting procedures and best practices
Support network integration with Active Directory, LDAP, PKI, SAML, OAuth, and third-party security solutions

What we offer

Comprehensive suite of benefits that supports physical, financial and emotional wellbeing
Personal and professional development programs
Flexibility to manage work and personal needs
Inclusive working environment

Fulltime

Technical Support Engineer

As a Technical Support Engineer, you will be responsible for helping customers b...

Location

United States

Salary:

95723.00 - 159864.00 USD / Year

Redis

Expiration Date

Until further notice

Requirements

At least five years of technical experience as a Support Engineer, Systems Engineer, Software Engineer, or Site Reliability Engineer in an enterprise software company
At least four years of experience troubleshooting real-time production systems
At least two years of hands-on experience with cloud infrastructure
Strong background in scripting or programming languages (Python, Java, C#, JavaScript, Bash, Powershell, etc.)
Expert working knowledge in Linux/Unix and networking (TCP/IP)
Professional experience working with networking tools like wireshark, tcpdump, etc.
Experience in analyzing and debugging production issues at scale
Experience with alerting and monitoring systems (Prometheus, Grafana, ELK, Splunk, etc.)
Working knowledge of Cloud-based and On-premises environments
Proficiency in communication and presentation, both written and verbal (in English)

Job Responsibility

Work with customers to troubleshoot and resolve complex software issues: Reproduce issues, replicating customer environments as needed
Document issues and contribute to our internal team documentation
Provide Root Cause Analysis
Collaborate with Engineering as needed to provide solutions
Analyze performance questions that may arise along the data path (including networks) for deployments that may be in the Cloud or On-premises
Provide technical expertise during testing, deployment, and upgrading of Redis software
Manage critical customer issues, facilitating communication between customers, CloudOps, Engineering, Product, TAMs, and Sales
Serve as the customer advocate for timely resolution of issues and handling escalations while helping customers realize and maximize the value of their Redis subscription
Participate in new product development, customer training, and other support-related activities

What we offer

401(k)
unlimited time off
learning and development opportunities
comprehensive health and wellness benefits
discretionary bonuses
stock options
commuter benefits based on location
or a commission plan

Fulltime

Technical Support Engineer 3

This role involves managing devices that form networks and working with Juniper'...

Location

Costa Rica , Heredia

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

4 years to 8 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education
Strong knowledge required on wireless access points, good configuration and troubleshooting experience
Strong understanding of Wi-Fi 802.11 networks
Configure and troubleshoot wireless protocols, including 802.11a/b/g/n/ac/ax, WPA2/WPA3, and 802.1X authentication
Technical Skills: 802.1x, RADIUS, 802.11 Wireless Standards, layer 2/3 switching and routing, TCP/IP, Wireshark
Knowledge in Layer 2 and Layer 3 Networking
Knowledge in 802.11 Wi-Fi standards
Have working knowledge of core network protocols (TCP/IP, DNS, DHCP, ARP)
BE /BA/BS/MS in CS/IT/EC/EEE /EECS or related subject area

Job Responsibility

Triage and Resolve Customer Support Escalations from multiple inbound channels
Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
Build and maintain layer 2/3 network testbeds
Understand features and reproduce customer issues
File tickets on bugs found
Analyze logs and pinpoint root causes
Work with developers and drive solutions
Excellent troubleshooting skills and the ability to analyze and resolve complex wireless network issues
Strong communication and collaboration skills, with the ability to work effectively in team environment

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Fulltime

Enterprise Solutions Engineer

As an Enterprise Solutions Engineer you will partner with Enterprise Account Exe...

Location

United States

Salary:

160000.00 - 185000.00 USD / Year

Cresta

Expiration Date

Until further notice

Requirements

4+ years of experience in customer-facing roles
1–3 years in a technical pre-sales capacity supporting large enterprise sales cycles
Deep hands-on expertise with Conversational AI and CCaaS platforms
Experience with Salesforce.com, contact center infrastructure, and enterprise SaaS environments
Known for a strong work ethic, enthusiasm, and thoughtful engagement
Desire to practice and prepare presentations meticulously
Natural problem-solver
Fast learner with a passion for new technology
You embody our core Operating Principles

Job Responsibility

Qualify new sales opportunities by understanding customer requirements and converting it to Cresta technical requirements
Partner with Enterprise Account Executives to discover and understand the prospect's situation and challenges
Lead discovery calls with prospective customers & internal cross functional teams to build and deliver product demos
Provide prospects with insights and learnings from your experience
Drive adoption during proof of values by training individual managers and users
Translate prospect use cases into brilliant technical solutions and demonstrate the path to ROI
Deliver captivating product demos highlighting value propositions
Run ROI workshops to translate our solution into a financial business case proposal
Provide feedback to product management about the successes and failures in the field

What we offer

Comprehensive medical, dental, and vision coverage
Flexible PTO
Paid parental leave for all new parents
Retirement savings plan
Remote work setup budget
Monthly wellness and communication stipend
In-office meal program and commuter benefits provided for onsite employees
Offers Equity

Fulltime

Enterprise Support Engineer

Atlassian

Location:
Australia , Sydney

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
March 19, 2025

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