SaaS Support Engineer at Atlassian

This job ad has been posted over 31 days ago...

at Atlassian (Anywhere)

Do you have the Atlassian Support gene?

• Passionate about providing legendary service that makes customers ask for you by name?
• Love solving complex technical problems that make others cringe?
• Live to improve processes?
• Hate to see the same problem twice?
• Willing to walk over hot coals to see products improved, bugs fixed and great documentation/knowledge base articles written?

You will have around 2-3 years experience in customer service or desktop support role. You get the value of SaaS in the enterprise arena. The customer is always your greatest passion and you love scripting in languages like Perl or Python. Vim is your editor of choice. You continuously search for ways to improve the customer experience. Your happiness comes from knowing that such work improves the experience for hundreds of thousands of people who use Atlassian products daily.

If this is you then in return you get to join an awesome Aussie company that has grown to over 22,000 customers in just eight short years. We’ll let you wear what your want to work, let you choose your operating system, keep you going with food and drink and give you a games room to relax in.

And we’re not just concerned about ourselves. Through the Atlassian Foundation we also want to look after the society and environment around us. We give 1% of company revenues to charity, allow employees to take 5 days paid volunteer leave per year and we match employee donations to their favorite charities.

If the above sounds exciting then we want to hear from YOU!.

Position Summary

• Providing legendary technical support to our SaaS customers via email and phone.
• This role requires the ability to identify root causes for reported customer issues with Atlassian products and provide appropriate solutions to minimize customer down time and customer business impact.
• Excellent written and verbal communication skills are critical for managing customer expectation and providing a delightful support experience.
• This position includes some weekend shifts.

Main Responsibilities:

• Communicate via web-based applications and phone to resolve customer issues
• Improve the knowledge base and documentation of products to help customers
• Help improve and streamline internal processes
• Verify bugs raised against products
• Triage incoming support issues in a timely manner and ensure that they are handled appropriately

Required Skills:

• Demonstrated ability to provide world class customer service and putting the customer’s needs first
• Excellent written and verbal communication skills
• Demonstrated ability to gather relevant information and diagnose issues effectively and efficiently
• Proven ability to solve problems and learn new technologies
• Linux Operating Systems knowledge

Typical Experience:

• 3+ years in customer service role
  
  OR
• 2+ year desktop support role or equivalent

To Apply:

Please visit our website: http://www.atlassian.com/about/careers/listing.jsp?jobID=124#sydney_jobs

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Published at 10-05-2011