Statuspage Support Engineer

Salary depends on experience
Posted on 03/27/18
San Francisco, CA
Salary depends on experience
Posted on 03/27/18

Job Description

If you love solving the deepest and gnarliest problems, enjoy working with all types of customers from around the world (startups to Fortune 500 corporations), and love variety, this job has it all in spades. Atlassian is a growing company and there's a lot of opportunity to work with a broad range of technologies, people and products. We're looking for a Technical Support Engineer to join our growing Statuspage support team with the goal of making our customers awesome. Statuspage has come a long way from its humble beginnings over 3 years ago, picking up over 3,000 customers and some of the biggest names on the internet. Companies like Box, Desk.com, Visa, Atlassian, Citrix, Twilio, New Relic, and Vimeo rely on our platform to make their lives better and to keep their customers happy during downtime. 

As a Technical Support Engineer you will serve as the first point of contact for Statuspage customers. You will be responsible for triaging their problems, identifying root cause, verifying bugs and frequently providing unique and creative solutions. You will be responsible for providing Atlassian's legendary customer service through professional written and verbal communication with customers in various types of roles. This is a cross functional role, we handle everything from technical support questions about our API, talking to prospective customers, and helping new customers get setup in our billing system. 

More about you

On your first day, we'll expect you to have:

  • Passion for providing amazing customer experiences
  • Great attention to detail and a keen eye for trends
  • A professional, positive (can-do) attitude & strong sense curiosity
  • Strong foundation of networking including DNS, SSL, SPF, & DKIM
  • Stellar communication skills (written and oral), and able to quickly and effectively interact with a tight knit product team
  • Experience in providing email and chat support

It's great, but not required, if you have:

  • Experience working with Atlassian products
  • Experience working with large scale SaaS environments
  • Experience configuring or troubleshooting SAML 2.0
  • Familiarity with RESTful APIs
  • Experience working in Salesforce
  • A solid understanding of CSS, HTML, JavaScript

More about our team  

The Statuspage team is a small, close-knit team making strides to integrate with the greater Atlassian ecosystem. We're all very customer-centric, to the point that we practice "All Hands Support". That means everyone on the Statuspage team talks to customers.  We challenge one another every day and hold ourselves accountable for our work product as well as our customer's overall success. We all enjoy the interactions with the customers, problem solving, digging into complex issues, and actively championing for customers within Atlassian. We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. When problems seem the hardest we are at our best, we work harder to find the root cause and a solution. We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and all about providing legendary service to our customers. 

More about the perks

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some killer perks: ample time off to relax and recharge, five paid volunteer days a year for your favorite cause, plenty of food and drinks (including beer and bubbly), ergonomic workstations with Aeron chairs, unique ShipIt days, a company paid trip after five years, generous employer-paid insurance coverage for you and your family, 401k matching and more.

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