Trello
Senior Support Engineer, DevTools Bamboo
Trello, San Francisco, California, United States, 94199
Working at Atlassian
Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it's necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
We are giving priority to candidates who can work PST hours (8 am-5 pm) as we aim to support across multiple timezones. You will be fully remote so If you have the flexibility to adapt to this schedule, we encourage you to apply!
About the role
If you love solving the deepest and most technical problems, enjoy working with all types of customers from around the world (startups to Fortune 500 corporations), and love variety, this job has what you're looking for. Reporting to the Enterprise Support Manager for DevTools, your focus will be our Bamboo customers. You will be responsible for navigating between tickets, mentoring your team, and deescalating difficult situations with customers.
Compensation
At Atlassian, we tie our base pay ranges to role and level. In the United States, that means your base pay ranges will fall into one of three geographic pay zones depending on your location. Our current base pay ranges for new hires in each zone are:
Zone A: $120,400 - $150,227
Zone B: $108,400 - $135,205
Zone C: $99,900 - $124,689
Within each range, base pay is ultimately determined based on your skills, expertise, and experience. This role may also be eligible for benefits, bonuses, commissions, and/or equity.
Please visit for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
#LI-Remote
Our perks & benefits
To support you at work and play, our include ample time off, an annual education budget, paid volunteer days, and so much more.
About Atlassian
The world's best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: .
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To learn more about our culture and hiring process, explore our .
Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $120,500 - $140,800
Zone B: $108,500 - $126,700
Zone C: $100,000 - $116,900
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
What You'll DoResolve customer issues involving code error diagnosis, debugging, validation, and root cause analysisWrite knowledge-base articles and documentationTechnical escalation managementPerform case reviews to identify trends and improvement areas and define action plans for support engineersEvaluate active tickets, manage workloads, projects, and monitoring queue healthBuild relationships with our development and product management teams to communicate the needs of our customersAdvocate for our customers and influence product direction through customer feedbackYour background
5+ years in technical support role with Java/J2EE application troubleshootingYou 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 SVNExperience with continuous integration and deliveryAdvanced experience with relational database with most common RDBMS (Postgres, Oracle, mySQL).Advanced proficiency in operating systems (Linux, OSX, Windows), REST APIs, LDAPScripting languages (Bash/sh)Networking (protocols, proxies, firewalls, authentication, and authorization)JVM analysis using thread dumps, heap dumps, and garbage collector logsCloud platforms (AWS, Azure)Containerization (Docker, Kubernetes)
Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it's necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
We are giving priority to candidates who can work PST hours (8 am-5 pm) as we aim to support across multiple timezones. You will be fully remote so If you have the flexibility to adapt to this schedule, we encourage you to apply!
About the role
If you love solving the deepest and most technical problems, enjoy working with all types of customers from around the world (startups to Fortune 500 corporations), and love variety, this job has what you're looking for. Reporting to the Enterprise Support Manager for DevTools, your focus will be our Bamboo customers. You will be responsible for navigating between tickets, mentoring your team, and deescalating difficult situations with customers.
Compensation
At Atlassian, we tie our base pay ranges to role and level. In the United States, that means your base pay ranges will fall into one of three geographic pay zones depending on your location. Our current base pay ranges for new hires in each zone are:
Zone A: $120,400 - $150,227
Zone B: $108,400 - $135,205
Zone C: $99,900 - $124,689
Within each range, base pay is ultimately determined based on your skills, expertise, and experience. This role may also be eligible for benefits, bonuses, commissions, and/or equity.
Please visit for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
#LI-Remote
Our perks & benefits
To support you at work and play, our include ample time off, an annual education budget, paid volunteer days, and so much more.
About Atlassian
The world's best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: .
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To learn more about our culture and hiring process, explore our .
Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $120,500 - $140,800
Zone B: $108,500 - $126,700
Zone C: $100,000 - $116,900
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
What You'll DoResolve customer issues involving code error diagnosis, debugging, validation, and root cause analysisWrite knowledge-base articles and documentationTechnical escalation managementPerform case reviews to identify trends and improvement areas and define action plans for support engineersEvaluate active tickets, manage workloads, projects, and monitoring queue healthBuild relationships with our development and product management teams to communicate the needs of our customersAdvocate for our customers and influence product direction through customer feedbackYour background
5+ years in technical support role with Java/J2EE application troubleshootingYou 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 SVNExperience with continuous integration and deliveryAdvanced experience with relational database with most common RDBMS (Postgres, Oracle, mySQL).Advanced proficiency in operating systems (Linux, OSX, Windows), REST APIs, LDAPScripting languages (Bash/sh)Networking (protocols, proxies, firewalls, authentication, and authorization)JVM analysis using thread dumps, heap dumps, and garbage collector logsCloud platforms (AWS, Azure)Containerization (Docker, Kubernetes)