About the role
We are a well-established software product and service company with 15 years in the market as leading Atlassian Solution Partner in New Zealand. We are based on the foreshore in Petone, with a worldwide customer base for our services and products.
Our unique apps extend the existing functionality of Atlassian Applications (atlassian.com) - biggest market disrupter in the software space and company behind Jira, Confluence, and Trello products.
We created a flexible and supportive work environment and we will be happy to talk to candidates looking for flexible working arrangements. We believe that family and loved ones are the cornerstones of success at work and happiness in life.
Unfortunately in our world not everything is written down or has a simple solution. So, we are looking for someone who enjoys discovering solutions to customer problems and can demonstrate this skill on a day to day basis.
You'll be asked to:
- Respond to customer requests raised through Jira Service Desk, phone or email
- Undertake technical troubleshooting and root cause analysis
- Log all actions undertaken in the Jira ticket following the known company practices
- Take ownership for resolving or escalating problems to other team members within the known SLA
- Conduct regular review of customers' environments following predefined checklist
- Contribute to vendor reports for customers with the record of actions taken and issues discovered
- Work collaboratively with all team members by contributing your expertise and opinions to resolve any support issues as they arise through regular swarms and stand-ups
- Review existing product/service documentation on Confluence
- Maintain a knowledge base, identify and fix gaps
- Communicate with Atlassian Support to raise issues on customer’s behalf
- Maintain your Atlassian knowledge by managing your time for the ongoing education.
About you
- You have 3 years of experience in IT industry
- You have minimum 2 years of hands-on experience with Atlassian suite (Jira, Confluence, Portfolio for Jira, Bitbucket, Bamboo, Crowd, Fisheye, Crucible) on at least one of the platforms (Server, Cloud, Datacenter)
- You have experience with Linux and feel at ease when people ask you to "grep" stuff, "kill a process" or "create an ssh tunnel there"
- You are self-motivated and require minimum pampering to grow and to feel satisfied with your work
- You have excellent communication skills in general and in english specifically
- You are organised and efficient
- You are motivated by customer success, but driven by the company’s goals
- You have the right to live and work in New Zealand
Bonus skills
- You possess strong problem-solving skills and can demonstrate them by laying out a solution tree for a problem that does not have a widely published solution
- You can demonstrate a strong ability to Google for known solutions to known problems in Atlassian suite, being able to find and “parse" answers on Atlassian Community, Stack Overflow, Atlassian Knowledge base
- You have tertiary qualifications in Software / Computer Engineering or similar