Technical Support Analyst

Atlassian•Seattle, WA

9d•Onsite

About The Position

Atlassian Corporate Engineering (ACE) is a global team 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. 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 a Technical Support staff member on the Workplace Technology team, you will be the face of Technical Support and Onboarding for all Atlassians in one of our busiest hub offices. This role puts you in the position of providing Atlassians, both locally and remote with world class Technical Support - as well as organizing, designing and facilitating onboarding training sessions and laptop setup in a MacOS heavy environment for regular new hire groups. 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, Executive support, Remote Support, Collaboration and other Workplace Technology teams as you work on the front lines in one of our busiest offices. You’ll work to hand off tickets from walk up support to other teams, troubleshoot common day-to-day technical issues with user’s laptops and conference room AV while also providing in office onboarding support on occasion. Additionally - However, it’s not just about resolving tickets! As a team member, you’ll play a bigger part in shaping how support is delivered with process improvements and automations. The team is growing rapidly and with that comes experimentation and automation, two things this role will focus heavily on.

Requirements

Solid communication, stakeholder management, and customer service skills
Experience leading projects while maintaining some form of customer support responsibilities
Familiarity with office telecom systems using Zoom and other AV systems
Familiarity with some collaboration tools (Slack, GSuite, Mural, Loom, Confluence or similar)
Experience working with a globally distributed team
Be a strong self starter - this is a fast paced office with high expectations
Strong network fundamentals (understanding of wireless protocols, DNS, DHCP, etc)