Support Engineer, Trello

Atlassian · Nov 3rd 2019

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Customer support at Trello is different.

To start with, we let our customers decide if they want to pay us or not. Seriously. If our customers are not amazingly happy, they get their money back with no questions asked. Our front line staff is empowered to make our customers happy. Usually, it means tapping a broad range of resources, whether that’s making sure you have all the right software or working directly with an engineer to troubleshoot a case. You’ll have what you need to get the job done.

You will not be glued to the queue. Sure, we need to get back to customers via email—that will always be there—but support is so much more than grinding through an inbox. This is a real problem-solving job. You’ll have an incredible amount of autonomy in determining how best to contribute your talents and skills to Trello. Think a short video will help customers get started? Make it. Want to write a script to help a customer with the API? Go for it. There’s plenty of room for creativity and technical exploration when it comes to better serving our customers.

The other side of support is working with the other teams at Trello. All of our teams—engineering, marketing, sales, etc—benefit from support’s role in working directly with customers. It will be your job to determine how we can serve them as effectively as possible. This is no small task, especially when communication is happening asynchronously across time zones. For example, when working with the engineering team, you need to know when a bug can stay under the radar versus when you should sound the alarm.

More about you

We believe a great candidate can hit that sweet spot between a technical and a customer-facing role. We don’t want people to just use Trello, we want them to love it. We’re looking to add a person to our support team who is friendly, helpful, and already loves Trello. Your top priority will be to transform our users into super-fans. You have a commitment to self-education on new technologies and are responsible for owning customer issues until resolution. You’re a great fit if you have top-notch written and verbal communication skills, along with a comfort communicating with customers. You have basic Operation Systems knowledge (Mac and Windows), familiarity with reading console errors, and a Bachelor’s Degree in Computer Science or equivalent demonstrated experience. You have a keen drive for urgency and “get sh!t done” attitude! You have passion, curiosity, energy, humor, and guts!

You’ll be comfortable using a variety of tools to ensure fluid communication between our customers, support, and the product team. These include email, social media, written documentation, video, internal chat, and Trello itself. Your ability to listen to customers, identify common themes, and communicate clearly will be exceptionally valuable to our users and our team.

We use a variety of tools to ensure fluid communication between our customers, support, and the product team. These include email, social media, written documentation, video, internal chat, and Trello itself. Your ability to listen to customers, identify common themes, and communicate clearly will be incredibly valuable to our users and our team.

We don’t want people to just use Trello, we want them to love it. We’re looking to add a person to our support team who is friendly, helpful, and already loves Trello.

Your top priority will be to transform our users into super-fans. You’ll do this by:

  • Troubleshooting and answering their questions via email and social media
  • Configuring and troubleshooting SAML-based SSO setups with Trello Enterprise customers, both by email and over the phone when necessary
  • Relaying insights from customers on to our product team
  • Providing service status updates via our StatusPage and social media
  • Crafting documentation and other support materials that empower users to serve themselves

Requirements:

  • Knowledge of Trello and passion for the product
  • Previous experience providing email support as a primary job responsibility. You’ve done full-time professional email-based support before.
  • Experience with Enterprise-grade SAML configuration and/or troubleshooting, or equivalent technical experience in that area
  • Basic understanding of HTML, CSS, and Javascript
  • The ability to communicate clearly and positively through written and spoken English
  • A broad creative or technical curiosity
  • Two-year dedication to working in support at Trello.
  • Experience working independently—in some cases you will be the only team member working, based on the timezone. You’ll work within the standard working hours of your timezone (we’re looking for coverage of the 9AM-6PM PT times, not for overlap with NYC’s hours).

More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone’s perspectives and experience we never discriminate on the basis of 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.

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