About the Company
Atlassian is a leading software company that helps teams worldwide unleash their potential. We build products like Jira, Confluence, Trello, and Bitbucket to empower collaboration, innovation, and efficiency. With a commitment to remote work and a vibrant culture, we’re dedicated to creating a supportive environment where every team member can thrive.
Job Description
We’re looking for enthusiastic and empathetic individuals to join our remote Customer Support team. In this role, you will be the first point of contact for our users, providing exceptional assistance and guidance on our range of collaboration software. This is a full-time, work-from-home position with flexible hours designed to fit your lifestyle, ensuring you can deliver outstanding support while maintaining a healthy work-life balance. You’ll troubleshoot issues, answer product queries, and help users get the most out of Atlassian’s tools, contributing directly to their success.
Key Responsibilities
- Provide timely and accurate support to Atlassian users via email, chat, and occasionally phone.
- Diagnose and resolve technical issues related to Atlassian products (e.g., Jira, Confluence).
- Educate users on product features and best practices to enhance their experience.
- Escalate complex issues to senior support engineers or relevant internal teams.
- Document interactions and solutions clearly in our CRM system.
- Collaborate with product and engineering teams to provide user feedback and improve product quality.
- Maintain a high level of customer satisfaction and strive for first-contact resolution.
- Adhere to service level agreements (SLAs) and internal support processes.
Required Skills
- Excellent written and verbal communication skills in English.
- Strong problem-solving and analytical abilities.
- Proven ability to work independently in a remote environment.
- Empathy and a customer-first mindset.
- Proficiency with common office software and web applications.
- Reliable high-speed internet connection and a dedicated home office space.
Preferred Qualifications
- Previous experience in a customer service or technical support role (1+ years preferred).
- Familiarity with Atlassian products (Jira, Confluence, Trello).
- Experience with CRM software (e.g., Salesforce, Zendesk).
- Basic understanding of software development lifecycle or Agile methodologies.
- Ability to work flexible shifts, including some evenings or weekends if needed.
Perks & Benefits
- Flexible working hours and 100% remote work.
- Comprehensive health and wellness benefits.
- Generous paid time off and public holidays.
- Professional development and learning opportunities.
- Home office setup stipend.
- Employee assistance program.
- Access to Atlassian product licenses for personal use.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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