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April

Trello Support Engineer (Remote)

Private Company - Sydney, NSW

IT
Source: uWorkin

JOB DESCRIPTION

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.

In this role you will: 

  • 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

On your first day, we'll expect you to have:

  • 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
  • Experience working independently—in some cases you will be the only team member working, based on the timezone.

One or more of the following skills would also contribute to your role on the support team:

  • Strong writing skills
  • Experience working remotely, or on a heavily-remote team
  • Programming experience in any language
  • Proficiency in languages in addition to English

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!

Additional Information

All your information will be kept confidential according to EEO guidelines.

Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.