What are the responsibilities and job description for the Senior Support Engineer position at Cynet Systems?
Job Details
We are looking for Senior Support Engineer for our client in Austin, TX
Job Title: Senior Support Engineer
Job Type: Contract
Job Description:
Responsibilities:
- Atlassian Product Support:
- Troubleshoot and resolve technical issues related to Jira, Confluence, Bitbucket, Bamboo, and other Atlassian tools.
- Assist customers through multiple channels including email, chat, and video calls.
- Investigate product bugs, performance issues, and configuration problems.
- Document solutions and create knowledge base articles.
- Collaborate with engineering teams to escalate critical issues.
- Provide feedback on product improvements based on customer experiences.
- Provide first-level support for CI/CD pipelines in Bamboo and Bitbucket Pipelines.
- Monitor and troubleshoot basic deployment issues and build failures.
- Assist teams with version control questions and Git-related issues.
- Monitor system health using tools like Nagios, Splunk, or Datadog.
- Respond to alerts and escalate issues to L2/L3 teams when needed.
- Support basic Docker container troubleshooting.
- Help resolve connectivity and network-related problems.
- Assist with cloud environment issues (AWS, Azure, or Google Cloud Platform).
- Resolving customer configuration issues and responding to questions reported by customers.
- Diagnosing and troubleshooting: Isolating, diagnosing, and fixing technical issues in a timely manner.
- Explain technical concepts clearly to users with varying expertise levels.
- Write clear, concise documentation and support responses.
- Adapt communication style to different audiences (developers, admins, end users)
- De-escalate frustrated customers during critical situations.
- Provide empathetic support during outages and incidents.
- Bridge communication between development and operations teams.
- Actively listen to fully understand customer issues before responding.
Technical Skills:
- Experience with Atlassian products (Jira, Confluence, Bitbucket, Bamboo).
- Understanding of REST APIs and integration concepts.
- Database knowledge (PostgreSQL, MySQL).
- Linux and Windows server environment experience.
- Proficiency in troubleshooting methodologies and log analysis.
- System configuration and performance analysis.
- Basic understanding of CI/CD concepts and pipeline troubleshooting.
- Familiarity with version control systems (Git).
- Basic containerization knowledge (Docker).
- Understanding of cloud platforms (AWS, Azure, or Google Cloud Platform).
- Experience with monitoring and logging tools.
- Basic scripting abilities (Bash, Python, or PowerShell).
- Understanding of Agile and DevOps methodologies.
- Networking -Knowledge of network terminologies such as DNS, DHCP, SSL, proxy settings, firewalls, and other basic network protocols.
- Good in software security knowledge.
- Excellent written communication for documentation and customer responses.
- Strong verbal communication for calls and video conferences.
- Active listening and empathy in customer interactions.
- Ability to simplify complex technical concepts.
- Strong interpersonal skills for cross-functional collaboration.
- Patience in guiding customers through resolution steps.
- Professional demeanor during high-pressure situations.
- 2-4 years of technical support, DevOps, or software engineering experience.
- Bachelor's degree in Computer Science or related field (or equivalent experience).
- Proven ability to manage multiple cases simultaneously.
- Track record of maintaining high customer satisfaction scores.
- Understanding of Agile and DevOps methodologies.
- Atlassian product administration experience.
- Hands-on experience with Jenkins, GitLab CI, or similar CI/CD tools.
- Knowledge of Kubernetes or container orchestration platforms.
- Familiarity with Infrastructure as Code (Terraform, Ansible, CloudFormation).
- Previous customer-facing technical role experience.
- Atlassian certifications (ACP-100, ACP-600, etc.).
- AWS, Azure, or Google Cloud Platform certifications.
- Experience with scripting and automation.
- Occasional on-call rotation for critical production issues.
- Should be ready to understand the customer domain, software product knowledge and business expectations.
- Coverage across multiple time zones may be required.
- Hybrid options available.
- The ideal candidate for this role should have a strong customer orientation, effective written and verbal communication, adaptability to new challenges, collaboration and teamwork skills, quick learning aptitude, and a passion for providing legendary customer service.
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