Senior Tech Support Analyst

Atlassian Corporate Engineering (ACE) is a global team of five departments: Enterprise Technology, Go-to-Market Technology, Workplace Technology, Commerce Technology, and AI Technology. ACE is dedicated to unleashing the potential of every Atlassian team by delivering high-value products and services to customers and stakeholders by generating actionable insights, accelerating solutions, and building trusted business partnerships. The team is responsible for supporting company-wide initiatives and driving business growth through AI innovation and collaboration as the best customer of Atlassian.

Your Future Team
As part of Workplace Technology, Global Support is a Level 1-2 team that delivers world-class technology and exceptional customer service to Atlassians. Our team is the in-office component of support.

As a Senior Technical Support staff member on the Workplace Technology team, you will be the face of Technical Support and Onboarding for all Atlassians in one of our busiest hub offices. This role puts you in the key position of providing Atlassians, both locally and remote, with world class Technical Support - as well as organizing, designing and facilitating onboarding training sessions and laptop setup in a MacOS heavy environment for regular new hire groups.

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

• Experience training / onboarding new hires
• Excellent communication, stakeholder management, and customer service skills
• Solid skills supporting and troubleshooting MacOS issues both in person and over video calls
• Familiarity with some collaboration tools (Slack, GSuite, Mural, Loom, Confluence etc)
• Experience providing support to executive/c-level stakeholders
• Experience working with a globally distributed team

It is great, but not required, if you have experience with:

• Strong experience supporting Windows 10/11
• Some knowledge / experience with JAMF or other MDM solutions
• Experience with SSO platforms like Okta / idaptive
• Admin access on SaaS tools like Canva, Zoom - etc
• Automation tools

Atlassian is full of high-octane, hard-working people building cool things for our customers. You’ll join a stellar team supporting the region alongside our L1 Triage team, Remote Support, Collaboration and other Workplace Technology teams as you work on the front lines in one of our busiest offices. You’ll work to hand off tickets from walk up support to other teams, troubleshoot common day-to-day technical issues with mac, windows and mobile devices, and provide in office onboarding support on occasion. You’ll be responsible for ensuring laptop stock is available for upcoming new hire classes, and making sure we’re staying up to date with any new information relevant to the onboarding experience. In down time, we collaborate with our remote support team to provide world class technical support to Atlassians abroad. However, it’s not just about resolving tickets! As a senior team member, you’ll play a bigger part in shaping how support is delivered with process improvements and automations.

• We’re looking for someone who combines substantial technical knowledge with a passion for customer service.
• You’re the kind of person who loves tinkering under the hood with new technologies, and you know how to steer complex technical concepts into understanding for non-technical folks.
• You don’t just accept things as they are, you’re always looking for ways to improve team processes.
• When a problem appears ahead of you, you’re relentless in diagnosing the root cause, ensuring it won’t slow us down again, and you document your strategies to help the whole team succeed.