Job Description
Your Future TeamThe work we do in Customer Support Services (CSS) is a mixture of a customer focus, technical prowess, and deep listening. Our goal is to create customers for life through honest conversations, openness, and responsive problem-solving. We're often the first team a customer interacts with, so we look for solution focussed people with the drive to push the Atlassian experience forward, unleashing every customers' potential and help teams turn ideas into reality with our extraordinary collaboration tools.Responsibilities:What you'll doReporting to the Support Manager, you’ll perform troubleshooting, debugging and root cause analysis for Atlassian’s Cloud-based web applications based on a micro-services architectureTake the lead in communicating and troubleshooting with customers through various channels to investigate their concerns, provide regular progress updates, share action plans and details on the resolutionExecute with a solution-focussed mindset and technical expertise, collaborate to unblock and supplement knowledge gaps to move issues forwardBring new and improved support approaches to Atlassian and be recognised as a knowledge multiplier, uplifting our teams technical skillBe an advocate for customers by understanding their use cases and identifying trends to influence feature requests and bug fixes
Responsibilities + Skills
Education
Demonstrated ability to exceed customer expectations displaying a high degree of empathy and curiosity whilst diagnosing complex technical issues using communication modalities such as phone, screen share and live chatMotivation to enhance team collaboration and embrace group contribution with a passion for learning new technologies and how to utilise them in a customer-facing environmentEnthusiasm in leading continuous improvement initiatives that enhance team performance metrics, efficiencies, customer outcomes and capabilities
Experience
