Position: Support Engineer
Company: Alpha Serve
Category: Support
Experience required: 2y
English level: upper

Job Description

Alpha Serve is looking for someone to join our team who loves supporting and interacting with customers and internal teams. You need to be passionate about Jira and Atlassian tools suite, as you will be living and breathing them every day and you will be helping our customers get the most of them too. You will also impact our customer experience through providing well written and/or online support for our Atlassian app(s). This role can adapt to your particular interests (AWS, continuous deployments.. etc); however, it is first and foremost a support role.   

More about you:
- Excellent communication skills, with a friendly and engaging language. You need to have the ability to communicate complex information and solutions in a simple and efficient manner;
- Commitment in helping resolve our customer's support requests, be able to dive deep into their specific browser/feature issues, to seek the reason and to find the proper solution;
- A strong desire to avoid doing the exact same thing the next time, by improving processes or documentation;
- Working with and wiring up systems to automate repetitive tasks;
- A willingness to share with the technical team what you're working on, issues you encounter, and ideas on how to improve.

You will also need skills or experience:
- Writing and improving our customer documentation as a way to divert support queries;
- At least 3 years of QA background;
- Experience with debugging browser bugs;
- Experience of trawling through server logs;
- At least three years of working with Atlassian tools, particularly with Jira.

It's great, but not required if you have:
- Already have Jira certification (ACP-100, ACP-400 or ACP-600).
- Knowledge/experience administering AWS services.

Your responsibilities
- Provide 'office-hours' support each week day from 9:00 am to 6:00 pm.
- Provide technical support by analysing and troubleshooting complex technical
issues quickly and accurately.
- Able to be on-call during out-of-office hours, for highest priority support issues.
- Create bug tickets or tasks to be processed by the development team to efficiently produce a fix or solution. This includes writing up detailed findings during bug triage and, where possible, recommendations for resolution.
- Build Jira test environments so that bugs can be reproduced and so the bug fix can be tested.
- Coordinate with the dev team lead to prioritise and allocate tickets for resolution.
- Perform repeatable technical tasks to ensure smooth operations.
- Follow up with sales or development teams to ensure support issues are adequately resolved.
- Assist in the creation and maintenance of documentation about our products and services to assist resolution of customer support enquiries or diagnose future problems.
- Provide proactive recommendations for improving the system & troubleshooting processes.
- Work with online systems such as: ticket support systems, learning management system, communication systems and other online tools.