Product Support Specialist DX

As a Support Specialist, you will work closely with customers to understand and troubleshoot technical issues across our platform and integrations. This requires familiarity with APIs, data ingestion pipelines, authentication configurations, and the engineering systems customers connect to DX (e.g., GitHub, Jira, Azure DevOps).

You will also support customers using our survey tools, which help teams gather and act on feedback from developers, engineering managers, and other technical stakeholders. This includes assisting with survey configuration, deployment, and interpreting survey data alongside usage analytics to provide a holistic view of developer experience.

You'll be a key member of our support team, helping customers resolve issues via web, email, case updates, and direct video or Slack-based support. You'll also partner with our Engineering and Customer Experience teams to ensure product quality and to share insights on recurring challenges or product gaps.

This is a great opportunity for someone excited to work at the intersection of developer tools, data infrastructure, team feedback, and customer advocacy-and eager to learn and grow within a fast-paced, global organization., * Customer Advocacy: Serve as the first line of support for customers using DX's Survey and Data Cloud products, helping them troubleshoot issues and get unblocked quickly.

• Survey Enablement: Assist with survey setup, delivery, and analysis to ensure customers collect meaningful feedback from their engineering teams.
• Technical Troubleshooting: Investigate and resolve unexpected product behaviors, escalating when necessary to Engineering or Product.
• Omnichannel Support: Communicate clearly and professionally with customers via Slack Connect, Microsoft Teams, email, and video calls.
• Process Improvement: Document support interactions, identify patterns in customer feedback, and contribute to improving internal processes and external resources.

• Experience: customer-facing technical support or solutions engineering experience.
• Tooling: Familiarity with engineering tools like GitHub, Jira, Azure DevOps, GitLab, etc.
• Integrations: Understanding of APIs and how systems connect via webhooks or tokens.
• Communication: Comfort troubleshooting and explaining technical concepts to both technical and non-technical users.
• Security: Familiarity with authentication concepts (OAuth, SAML, token-based auth)

Atlassian's mission is to unleash the potential of every team. We build agile, DevOps, IT service management, and work management software to help teams organize, discuss, and complete shared work. Over 300,000 companies worldwide rely on Atlassian to work better together and deliver results. With Atlassian Rovo, teams can now find, learn from, and act on organizational knowledge faster using AI-powered search, chat, and automation agents—boosting productivity and collaboration across all their tools.