About this role
About the Role As a Support Engineer, you will work closely with customers to understand and troubleshoot technical issues across our platform and integrations. This role requires familiarity with APIs, data ingestion pipelines, authentication configurations, and the engineering systems customers connect to DX. You’ll be a key member of our support team, partnering with Engineering and Customer Experience to ensure product quality and share insights on recurring challenges or product gaps.
What You'll Do
- Serve as the first line of support for customers using DX’s Survey and Data Cloud products, helping them troubleshoot issues and get unblocked quickly.
- Assist with survey setup, delivery, and analysis to ensure customers collect meaningful feedback from their engineering teams.
- Investigate and resolve unexpected product behaviors, escalating when necessary to Engineering or Product.
- Omnichannel Support: Communicate clearly and professionally with customers via Slack Connect, Microsoft Teams, email, and video calls.
- Document support interactions, identify patterns in customer feedback, and contribute to improving internal processes and external resources.
What We're Looking For
- 0–2+ years of customer-facing technical support or solutions engineering experience.
- Familiarity with engineering tools like GitHub, Jira, Azure DevOps, GitLab, etc.
- Understanding of APIs and how systems connect via webhooks or tokens.
- Comfort troubleshooting and explaining technical concepts to both technical and non-technical users.
- Familiarity with authentication concepts (OAuth, SAML, token-based auth).
Compensation & Benefits
- Atlassian designs equitable, explainable, and competitive compensation programs; base pay within a range tailored to skills and experience.
- This role may be eligible for benefits, bonuses, commissions, and equity.
- Benefits & Perks: health and wellbeing resources, paid volunteer days, and more.