Jobs

Be a part of it. Join the #AccelFamily

Technical Support Analyst

Atlassian

Atlassian

IT, Customer Service
Sydney, NSW, Australia · Remote
Posted on Monday, July 1, 2024

Technical Support Analyst

Corporate Engineering | Sydney, Australia | Remote, Remote | Full-Time

Apply for this job

As Atlassian scales, we are seeking a Technical Support Analyst to join our awesome team in Sydney, to provide stellar support and service delivery to Atlassians. Tech Support is more than just a help desk at Atlassian - We are a dynamic team, cross-collaborating with different parts of the business, contributing to projects large and small that improve our service delivery to Atlassians - all whilst working in a globally distributed team. Without a doubt, you will play your part in unleashing the potential in every team!

About You

We are looking for someone who is passionate about excellent customer service and has demonstrated experience in a similar role.

Note: This is a hybrid role and requires regular on-site days to support Atlassians at our Sydney Office.

Your Future Team

As part of Workplace Technology, Tech Support is a global team with the goal of delivering world-class technology and exceptional customer service to Atlassians - regardless of where they choose to work from. As champions for the end-user, we touch almost everything Workplace Technology does plus more. You will implement, advocate for and support Atlassian's workplace technology footprint, from application administration to collaboration solutions. You’ll get to work with other Atlassian teams including products, server, cloud and mobile engineering, customer support and execs, so there is always a new challenge.


Reporting to the Regional Technical Support Manager, you will;

  • Evaluate and provide technical support for Atlassians through our support channels (Email, Slack, Jira and in-person) with a focus on support of macOS / Apple hardware and SaaS based applications

  • Provide A/V and on-site Tech support for meeting rooms, office technology and internal events

  • Create, maintain and share documentation in Atlassian’s IT Knowledge Base and the teams internal Knowledge Base

  • Provide lifecycle management of devices including hardware delivery and collections (Onboarding/offboarding employees)


On your first day, we’ll expect you to have:

  • Epic customer service skills

  • Minimum 2 years experience in an internal facing Technical Support role

  • Previous experience managing and supporting Apple hardware and MacOS/iOS within an enterprise environment

  • Experience in support and administration of SaaS applications such as Google Workspace, Okta, Jira, Confluence, Slack and Zoom

  • Experience with SSO implementations for SaaS applications

  • Experience in supporting office infrastructure including networking infrastructure, conference and meeting room hardware, event spaces & printers.

  • Experience supporting and troubleshooting AV hardware and software for in-person & hybrid events.

  • Skills in translating complex problems or solutions into simple language for any audience.

  • Ability to manage competing tasks & priorities

Great to have, but not required:

  • Process automation and data transformation implementation utilising iPaaS applications such as Workato

  • Knowledge of JSON and XML

  • Experience with Python

  • ITIL V3 Foundation or higher certification

  • SQL knowledge

Perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

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 provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/cr