Support Engineer

We are looking for a customer-focused Support Engineer to help deliver a high-quality support experience for our growing customer base.

In this role, you will work directly with customers to troubleshoot technical issues, resolve product-related questions, and support users across both on-prem and Cloud environments. You'll collaborate closely with Product, Engineering, and Customer Success to ensure issues are addressed efficiently and customers are able to get the most out of our solutions.

This role is ideal for someone who enjoys problem-solving, communicating with customers, and working in a fast-paced environment where no two days are the same. Experience with the Atlassian ecosystem is a strong plus, particularly around Jira, Confluence, and Cloud migrations.

Elevatic is a specialized SaaS B2B vendor within the Atlassian ecosystem, dedicated to enabling the collective intelligence of modern organizations. Our 65-person team is transitioning from standalone apps to integrated Solution Suites across Knowledge & Work, Developer Experience, and Service Management. We architect the intelligent systems that turn fragmented data into actionable workflows, helping global enterprises work smarter through AI-ready, Forge-native solutions.

Our main offices are in Dresden, Zurich and Tirana and we offer hybrid and remote positions across Europe. A further location of employment is Amsterdam.

What You Will Do

• Provide technical support to customers via support tickets, and occasional calls and demos
• Investigate, troubleshoot, and resolve product-related issues across Cloud and Data Center environments
• Reproduce bugs, collect diagnostic information, and collaborate with Engineering teams to drive resolutions
• Assist customers with product configuration, integrations, upgrades, and migration-related questions
• Clearly communicate technical concepts and update both technical and non-technical users
• Maintain accurate documentation of customer issues, troubleshooting steps, and resolutions
• Contribute to internal knowledge sharing and external documentation to improve customer self-service
• Escalate complex issues appropriately while ensuring a high standard of customer communication and follow-up
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to improve the overall customer experience
• Monitor support queues and ensure tickets are handled within agreed response and resolution times

• B2B SaaS Experience: You have 2+ years of experience in technical support, support engineering, or a similar customer-facing technical role within a B2B SaaS environment

• Customer Mindset: You genuinely enjoy helping customers solve challenges and approach problems with strong attention to detail and excellent troubleshooting skills

• Technical Knowledge: You understand how Cloud and Data Center environments work, including their different use cases and limitations. Experience with Atlassian products and basic scripting is a strong plus

• Communication: You have excellent written and verbal communication skills in English and are comfortable communicating with both technical and non-technical stakeholders. German is a plus

• Tools & Ecosystem: You have hands-on experience with Jira and Confluence from both a user and support perspective

• Team Player: You collaborate well with others and thrive in an international, fast-paced environment where priorities can shift quickly and no two days are the same.