Senior Technical Support Engineer, Bamboo On Prem

What You'll DoResolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis

Write knowledge-base articles and documentation

Technical escalation management

Perform case reviews to identify trends and improvement areas and define action plans for support engineers

Evaluate active tickets, manage workloads, projects, and monitoring queue health

Build relationships with our development and product management teams to communicate the needs of our customers

Advocate for our customers and influence product direction through customer feedback

Your background5+ years in technical support role with Java/J2EE application troubleshooting

You have experience configuring and troubleshooting Web application containers such as Tomcat, Jetty, etc.

Experience with software development models (Agile, V-model, Waterfall) and methodologies (DevOps, RAD, Scrum, TDD, FDD)

Experience with Version Control Systems such as git, Mercurial, and SVN

Experience with continuous integration and delivery

Advanced experience with relational database with most common RDBMS (Postgres, Oracle, mySQL).

Advanced proficiency in operating systems (Linux, OSX, Windows), REST APIs, LDAP

Scripting languages (Bash/sh)

Networking (protocols, proxies, firewalls, authentication, and authorization)

JVM analysis using thread dumps, heap dumps, and garbage collector logs

Cloud platforms (AWS, Azure)

Containerization (Docker, Kubernetes)