Product Support Specialist | DX
About The Position
Atlassians can choose where they work – whether in an office, from home, or a combination of the two. DX, now part of Atlassian, helps companies build world-class engineering organizations by providing leaders with deep insights into developer experience and productivity. Based in downtown Salt Lake City, DX is trusted by industry leaders like Etsy, Dropbox, Twilio, Pfizer, and Booking Holdings. As a Support Specialist, you will work closely with customers to understand and troubleshoot technical issues across the platform and integrations, requiring familiarity with APIs, data ingestion pipelines, authentication configurations, and engineering systems like GitHub, Jira, Azure DevOps. You will also support customers using survey tools for gathering and acting on feedback from developers and technical stakeholders, assisting with survey configuration, deployment, and data interpretation. This role involves being a key member of the support team, resolving issues via web, email, case updates, video, or Slack, and partnering with Engineering and Customer Experience teams to ensure product quality and share insights on recurring challenges or product gaps. It's an opportunity for someone interested in developer tools, data infrastructure, team feedback, and customer advocacy, eager to learn and grow in a fast-paced, global organization.
Requirements
- 0–2+ years of customer-facing technical support or solutions engineering experience.
- Familiarity with engineering tools like GitHub, Jira, Azure DevOps, GitLab, etc.
- Understanding of APIs and how systems connect via webhooks or tokens.
- Comfort troubleshooting and explaining technical concepts to both technical and non-technical users.
- Familiarity with authentication concepts (OAuth, SAML, token-based auth)
Responsibilities
- Serve as the first line of support for customers using DX’s Survey and Data Cloud products, helping them troubleshoot issues and get unblocked quickly.
- Assist with survey setup, delivery, and analysis to ensure customers collect meaningful feedback from their engineering teams.
- Investigate and resolve unexpected product behaviors, escalating when necessary to Engineering or Product.
- Communicate clearly and professionally with customers via Slack Connect, Microsoft Teams, email, and video calls.
- Document support interactions, identify patterns in customer feedback, and contribute to improving internal processes and external resources.
- Partner with Engineering and Customer Experience teams to ensure product quality and to share insights on recurring challenges or product gaps.
Benefits
- health and wellbeing resources
- paid volunteer days
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
