About the Company
Atlassian is a global leader in collaboration and productivity software, helping teams everywhere organize, discuss, and complete shared work. Our products, including Jira, Confluence, and Trello, are used by over 250,000 customers worldwide to unleash the potential of every team. We believe in the power of teamwork and building a culture that values innovation, openness, and customer success. Join us and be a part of a company that is shaping the future of work.
Job Description
We are seeking a dedicated and technically adept individual to join our Technical Product Support team for our cutting-edge SaaS products. As a Technical Product Support specialist, you will be the frontline hero, assisting customers with complex technical issues, providing solutions, and ensuring their success with our platforms. This role requires a blend of technical expertise, problem-solving skills, and exceptional communication. While our main office is based in Melbourne, this position offers flexible work from home options, allowing you to contribute from anywhere in Australia. You will diagnose, troubleshoot, and resolve software issues, escalate problems to engineering when necessary, and contribute to our knowledge base to empower both customers and colleagues.
Key Responsibilities
- Provide expert technical support for Atlassian SaaS products via various channels (email, chat, occasional phone calls).
- Diagnose, troubleshoot, and resolve complex technical issues, guiding customers through solutions.
- Reproduce reported bugs and escalate critical issues to engineering teams with detailed documentation.
- Contribute to the creation and maintenance of internal and external knowledge base articles.
- Collaborate with product development and QA teams to improve product quality and user experience.
- Maintain a high level of customer satisfaction through professional and empathetic interactions.
- Stay up-to-date with product updates, new features, and industry best practices.
Required Skills
- Proven experience in a technical support role, preferably with SaaS products.
- Strong understanding of web technologies (HTTP, REST APIs, JSON).
- Excellent problem-solving and analytical skills.
- Exceptional verbal and written communication skills.
- Ability to articulate technical information clearly to non-technical audiences.
- Proficiency in using ticketing systems (e.g., Jira Service Management).
- Demonstrated ability to work independently and as part of a distributed team.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Familiarity with database concepts (SQL) and cloud platforms (AWS, Azure, GCP).
- Experience with scripting languages (e.g., Python, JavaScript) for automation or troubleshooting.
- Prior experience supporting Atlassian products (Jira, Confluence) or similar collaboration tools.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health and wellness programs.
- Generous paid time off and flexible work arrangements.
- Professional development and growth opportunities.
- Home office setup allowance.
- Access to a vibrant, global remote-friendly community.
- Company-sponsored team events and social gatherings (virtual and in-person).
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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