Senior Support Engineer, Cloud at Ello | Torre
Senior Support Engineer, Cloud
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Ello

Senior Support Engineer, Cloud

Ello
Posted by
Yuliana Velasquez Ramírez
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Full-time

Legal agreement: Employment

Compensation
EUR44k - 97k/year
~USD49.2k - 108k/year
location_on
Hybrid (Netherlands)
Posted almost 6 years ago

Responsibilities

• Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis • Global technical escalation management to ensure customer success with Atlassian products • Use professional written and verbal communications to customers to resolve application issues • Create and curate knowledge-base articles and documentation to help customers help themselves • Perform case reviews to identify trends and improvement areas and define action plans for support engineers • Evaluate active tickets, prioritise, work on strategic projects, and monitor queue health • Build internal relationships with our development and product management teams to help communicate the needs of our customers • Advocate for our customers, influencing product direction through customer feedback • Develop your team in becoming highly skilled support engineers with subject matter expertise in all types of technologies across the Atlassian stack • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues. • Work collaboratively with diverse global teams and drive inclusive work environments in accordance with Atlassian values.
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