Associate Application Support Engineer (Atlassian)

TL;DR

Associate Application Support Engineer (Atlassian): Diagnose, troubleshoot, and resolve L1-L2 support issues for applications in the Atlassian landscape with an accent on high availability, scalability, and customer experience. Focus on configuring apps, analyzing root causes, and collaborating with development, QA, and sustaining teams.

Location: Hybrid in Santiago, Chile (2 times a month office attendance). Preferential consideration for candidates based locally; no visa sponsorship or relocation assistance. Rotational shifts: 9am-6pm or 12pm-8pm.

Company

Global tech-enabled services company headquartered in Palo Alto, California, and Atlassian Partner of the Year 2024–2025 for Co-Selling Excellence.

What you will do

• Diagnose, configure, troubleshoot, and solve problems for apps in the Atlassian ecosystem.
• Research and identify solutions to complex L1-L2 support issues while ensuring great customer experience.
• Collaborate with Development, Sustaining, and QA teams using teamwork skills.
• Install, configure, and maintain apps for high availability and scalability.
• Interact with global customers to troubleshoot business-critical problems.
• Participate in 24x5 global support processes, document knowledge, and take ownership.

Requirements

• Degree in Information Technology, Computer Science, or equivalent
• Available for rotational shifts (9am-6pm or 12pm-8pm)
• Proficiency in spoken English
• Strong analytical skills for root cause identification and solutions
• Strong communication and customer focus

Nice to have

• 1+ years as system or application support engineer
• Shell scripting (Bash, awk, sed, Groovy, Python, etc.)
• Programming in Java or Groovy
• Linux/Windows OS administration
• Virtualization (VMware)
• SQL queries (MS SQL, Postgres, MySQL, Oracle)
• DevOps tools (Jenkins, Bamboo, Git, Bitbucket)
• Application server logs (Apache, Tomcat)

Culture & Benefits

• Share the fruit program for profit sharing and stock options.
• Health insurance for you and family, retirement plans.
• Career pathways, generous allowances (learning, tech, wellness), PTO plus cultural days.
• Fun, inclusive, collaborative culture with 4.7 Glassdoor rating.

Hiring process

• Initial chat with TA as tour guide.
• Meet hiring team and area executive.