Associate 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 champions for the end-user, we touch almost everything Workplace Technology does plus more - in this role you’ll be the front-line in office support staff for Atlassians in one of our busiest hub offices. This role puts you in the front seat for the in office support team providing rapid-response support, troubleshooting laptop performance, helping events run smoothly, and keeping Atlassians’ daily tech operational, while supporting the global queue as well. Additionally, every month you’ll be part of setting the tone for new Atlassians joining the TEAM via our in person onboarding sessions.

More about this Position

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. Where we will provide onboarding, laptop enrollment, troubleshooting and support experiences for all Atlassians who visit the office.

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. As champions for the end user, we’re involved in nearly everything Workplace Technology does and more. You’ll collaborate with teams across Atlassian, from product and engineering to customer support and execs, so every day brings a fresh challenge. In down time, we collaborate with our remote support team to provide world class technical support to Atlassians abroad.

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

• A love of helping people in a high pressure environment
• Understanding of basic networking fundamentals (LAN/WAN, VPN, Wi-Fi).
• Solid skills supporting and troubleshooting MacOS issues both in person and over video calls
• Some familiarity with collaboration tools (Slack, GSuite, Mural, Loom, Confluence etc)

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

• Experience in ITIL-aligned practices (incident, problem, change management).
• Experience providing support to executive/c-level stakeholders
• Experience working with a globally distributed team
• Some experience training / onboarding new hires

• We’re looking for someone who combines technical horsepower 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 the fast lane for non-technical folks.
• You don’t just accept things as they are, you’re always looking for ways to improve team processes.