Working at Atlassian
Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it's necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Job description
This isn't your ordinary Support Engineer role. If you love solving problems, enjoy working with all types of customers from around the world (startups to Fortune 500 corporations), and love variety, this job has it all in spades. Atlassian is a rapidly growing software development company, and the Halp Support team is expanding to scale with the business. We're on the lookout for Support Engineers to join a team that is serious about pursuing one goal: improving the customer experience with our products.
This role will provide technical support for Halp. Halp impacts hundreds of thousands of employees at future-thinking companies like Slack, Pinterest, and Fastly. Halp is used to reduce ticket resolution times, increase user satisfaction, and amplify productivity.
Are you the go-to person for support when nobody else knows what to do? Do you have relationships with customers where they ask for you by name? We would like to speak to you!
More about you
You want to be a part of something big. You are passionate about helping customers customize and configure their solutions. You are excited by being the one to find that misconfiguration and enjoy helping customers understand how to get the most out of their Atlassian investment. The thought of rooting out the difficult problems energizes you instead of exhausts you and you love the ta-da moment of finally understanding an issue. You're thrilled by the concept of working on a small, fearless team.
What you bring:

• One or more years of experience either in a support role, or a customer-facing position. It's a bonus if that role was in technical/product support, or a SaaS environment.
• Experience working in Slack.
• Comfortability talking to customers and experience working directly with engineering to solve support requests.
• You'll thrive in this role if you have strong written communication skills and writing chops. If problem-solving inspires you and you naturally empathize with others, that's a plus!

What you will do:

• Provide the first point of engagement for customer issues; fielding customer requests and triage support tickets for anything from general how-to questions, to configuration requests, replicating issues, reproducing bugs, and testing.
• Fix customers Halp integrations with systems like Slack, Microsoft Teams, Jira, Zendesk, Zapier, and many others.
• Apply your client care skills and technical chops to translate engineering jargon into customer-friendly language.
• Provide exceptional customer support for technical issues through tickets and chats while building positive customer relationships.
• Work across the Support, Engineering, and Sales Teams.
• Identify, prioritize, and track issues to ensure timely resolution.
• Replicate and test issues, and communicate issue resolution in customer-friendly terms.
• Provide product expertise to help customers solve integration issues.
• Collaborate with the engineering team to solve potential bugs and when appropriate, advocate for customer needs to help influence feature requests and bug fixes.
• Contribute to Halp documentation, a growing knowledge base, the Atlassian User Community, etc.

More about our team
This role resides in our support team, but you'll fill in the technical connection between customers and our product teams. You will be expected to collaborate with product, engineering, and operations to find solutions and communicate the customer's needs.
We also love project time to allow you to be the change you seek. The successful candidate will be able to focus on things that interest them and grow their skills in dedicated time away from the queue. Potential projects include: Building out our internal documentation, updating and expanding our customer help documentation, assisting sales with large customer rollouts, working with Product to test new features and providing feedback.
Contribute to helping our customers use a product that they love. Seriously. See what Josh Senick, Senior Manager, Business Technology Operations, Slack, had to say about Halp:
"The second I saw it, I said where do I sign? How do we get this, because this is exactly what I want to do. This is the tool I've been wanting since my first day at Slack."
Our perks & benefits
To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.
About Atlassian
The world's best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team .
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To learn more about our culture and hiring process, explore our Candidate Resource Hub .