Senior Technical Support Analyst

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.
Your Future Org
Atlassian Corporate Engineering (ACE) is a global team of five departments: Enterprise Technology, Go-to-Market Technology, Workplace Technology, Commerce Technology, and AI Technology. ACE is 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.
Your Future Team
As part of Workplace Technology, Global Support is a Level 1-2 team that delivers world-class technology and exceptional customer service to Atlassians. As champions for the end-user, we touch almost everything Workplace Technology does plus more.
In this role, you'll have the opportunity to influence how thousands of Atlassians experience technology every day. At a high level, this role is about delivering outstanding technical support for Atlassians. However, it's not just about resolving tickets! As a senior team member, you'll play a bigger part in shaping how support is delivered. Your day to day may look a little like this;

• Evaluate and provide exceptional technical support for Atlassians through our support channels (Email, Slack, Jira and in-person), with a focus on support of macOS / Apple hardware, AV and SaaS based applications.
• Utilize data analysis and trend identification to proactively improve services through problem and change management
• Contribute to team capability and growth through mentorship and training.
• Act as a key connector between teams, business stakeholders, and external vendors.
• Support procurement and lifecycle management of IT hardware.
• Manage outsourced services provided through the Global Support team.
• Work with a globally distributed team, sharing knowledge and mentoring junior members through both process and technical expertise.
• Create, maintain and share documentation in Atlassians IT Knowledge Base and the teams internal Knowledge Base.
• Manage and maintain contracts and relationships with outsourced service providers, overseeing vendor performance, ensuring SLAs and contractual obligations are met.
• Support procurement, onboarding, and lifecycle management for IT hardware and services.

Minimum Qualifications

• 5-7 years of Level 2 IT support experience, including 2+ years at a senior or escalation role in a fast-paced, distributed environment.
• Experience in ITIL-aligned practices (incident, problem, change management).
• Strong technical troubleshooting and root cause analysis skills
• Solid understanding of networking fundamentals (LAN/WAN, VPN, Wi-Fi).
• Excellent communication, stakeholder management, and customer service skills
• Demonstrated experience managing vendor contracts and relationships for outsourced IT services such as Service Desk and Hardware procurement/lifecycle management
• Experience with ITSM tools such as Jira Service Management.
• Strong expertise in enterprise device management (Windows, macOS, MDM solutions).
• Proficiency in troubleshooting and administering collaboration platforms (e.g., Google Workspace, Slack, Zoom, Jira and Confluence)

Preferred Qualifications

• ITIL Foundation certification (or equivalent practical experience).
• Familiarity with automation and scripting (e.g., PowerShell, Bash, Python or Middleware such as Workato).
• Relevant Industry certifications (Microsoft, Apple, Cisco, CompTIA)
• Exposure to security best practices in endpoint and service management.
• Demonstrated ability to gather requirements and translate them into actionable deliverables.
• Experience leading or contributing to small IT projects or process improvements.
• Strong analytical and documentation skills (process mapping, requirements gathering, reporting).

Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits .
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.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .