Support Engineer - Trello at Atlassian

Support (CSS), Full Time, Sydney, Australia sydney support engineering full-time
Description
Posted 10 days ago

Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Customer support at Trello is different.
To start with, we let our customers decide if they want to pay us or not. Seriously. If our customers aren't amazingly happy, they get their money back with no questions asked. Our front line staff is empowered to make our customers happy. Usually, it means tapping a broad range of resources, whether that’s making sure you have all the right software or working directly with an engineer to troubleshoot a case. You’ll have what you need to get the job done.

You won’t be glued to the queue. Sure, we need to get back to customers—that will always be there—but support is so much more than grinding through an inbox. This is a real problem-solving job. You’ll have an incredible amount of autonomy in determining how best to contribute your talents and skills to Trello. Think a short video will help customers get started? Make it. Want to write a script to help a customer with the API? Go for it. There’s plenty of room for creativity and technical exploration when it comes to better serving our customers.

In this role, you'll get to

  • Contribute to how we think about and improve our support, by experimenting with new methods to help customers, whether that be with new tools, self-help options, or entirely new channels
  • Develop cross-functional relationships with Product, Design, and Engineering teams, so that Support continues to be a key driver of product improvement/quality and customer insight
  • Engage customers via multiple channels, including email (tickets), social channels, and video calls
  • And day-to-day, you will

  • Resolve customer issues involving troubleshooting, debugging, validation, and root cause analysis
  • Help coordinate release readiness
  • Create and curate internal and external knowledge-base documentation
  • Participate in interviews and onboarding, to help our team grow
  • Participate in weekend and holiday, or on-call rotations as required
  • So, on the first day, we’ll expect you have

  • 2-4 years of customer or technical support experience
  • Experience providing email support as a primary job responsibility
  • Basic understanding of HTML, CSS, and Javascript
  • Basic understanding of operating systems and databases
  • Familiarity with browser developer tools to help you troubleshoot
  • Some experience with Enterprise-grade SAML configuration and/or troubleshooting
  • A broad creative or technical curiosity
  • The ability to communicate clearly and positively through written and spoken English
  • Experience working independently on tickets as well as related projects and initiatives
  • Some knowledge of Trello, but genuine interest in learning more about it

  • The other side of support is working with the other teams at Trello. All of our teams—engineering, marketing, sales, etc.—benefit from support's role in working directly with customers. It will be your job to determine how we can serve them as effectively as possible.

    With a sufficient timezone overlap with the team, we’re able to hire eligible candidates for this role from any location in Australia.


    Our perks & benefits

    To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.

    About Atlassian

    The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.

    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 learn more about our culture and hiring process, explore our Candidate Resource Hub.