Support Engineer

Working at Atlassian

Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

This is a remote position. The Trello team operates globally, with members located in Australia, India, the US, Brazil, the UK, and the Netherlands.

Responsibilities

Customer support at Trello is different.
Trello Support is so much more than just handling tickets. Our Support Engineers are empowered to go beyond the queue and really think about how they can make a difference for our customers. You'll have the autonomy to shape how you contribute to Support Requests, whether it's creating a short video to help customers get started, writing a script to assist with API issues, or coming up with new ways to enhance the customer experience. There's a lot of room for creativity and technical problem-solving.
Additionally, support is deeply connected with other teams at Trello, like engineering, marketing, and sales. Your insights from working directly with customers will help guide how we serve them even more effectively, ensuring we constantly improve across the board.

Responsibilities
In this role you will 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 weekend and holiday, or on-call rotations as required

Qualifications

So, on the first day, we'll expect you to have:

• 1-3 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 a genuine interest in learning more about it

• Enthusiasm for building strong relationships across the team and collaborating with our global team

• A team-oriented mindset, enjoying social interactions and contributing to a close-knit group

• The ability to manage remote work responsibly, showing trustworthiness and accountability in a distributed team environment

Our 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 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.