Senior Tech Support Analyst

Atlassian; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading software company in Bengaluru is seeking a Senior Tech Support Analyst to provide world-class technical support and onboarding for new hires. You will be responsible for troubleshooting MacOS issues, managing ticket hand-offs, and working with a globally distributed team. The ideal candidate should have strong communication skills, a passion for customer service, and a willingness to improve team processes. This full-time position offers a dynamic work environment and the opportunity to shape support delivery.

Qualifications

• Excellent communication, stakeholder management, and customer service skills.
• Substantial technical knowledge combined with a passion for customer service.
• Enjoy tinkering with new technologies and translating complex concepts.

Responsibilities

• Experience training/onboarding new hires.
• Solid skills supporting and troubleshooting MacOS issues.
• Handle ticket hand-offs and troubleshoot technical issues.

Tools

Slack

GSuite

Mural

Loom

Confluence

Job description

Join to apply for the Senior Tech Support Analyst role at Atlassian.

Overview

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. Our team is the in‑office component of support.

As a Senior Technical Support staff member on the Workplace Technology team, you will be the face of Technical Support and Onboarding for all Atlassians in one of our busiest hub offices. This role puts you in the key position of providing Atlassians, both locally and remotely, with world‑class Technical Support – as well as organizing, designing and facilitating onboarding training sessions and laptop setup in a MacOS‑heavy environment for regular new‑hire groups.

Responsibilities

• Experience training/onboarding new hires
• Excellent communication, stakeholder management, and customer service skills
• Solid skills supporting and troubleshooting MacOS issues both in person and over video calls
• Familiarity with collaboration tools (Slack, GSuite, Mural, Loom, Confluence, etc.)
• Experience providing support to executive/c‑level stakeholders
• Experience working with a globally distributed team

Desired Experience (Not Required)

• Strong experience supporting Windows 10/11
• Some knowledge/experience with JAMF or other MDM solutions
• Experience with SSO platforms like Okta / idaptive
• Admin access on SaaS tools like Canva, Zoom, etc.
• Automation tools

The role also involves collaborating with our L1 Triage team, Remote Support, Collaboration, and other Workplace Technology teams. You’ll handle ticket hand‑offs, troubleshoot common day‑to‑day technical issues with mac, windows and mobile devices, and provide in‑office onboarding support. In downtime, you’ll collaborate with the remote support team to provide world‑class technical support to Atlassians abroad. As a senior team member, you’ll shape how support is delivered with process improvements and automations.

Qualifications

• Substantial technical knowledge combined with a passion for customer service.
• Enjoy tinkering with new technologies and translating complex technical concepts into simple understanding for non‑technical folks.
• Always looking for ways to improve team processes, not just accept the status quo.
• Relentlessly diagnose root causes to prevent recurrence and document solutions to help the team succeed.

Job Details

• Seniority level: Mid‑Senior level
• Employment type: Full‑time
• Job function: Information Technology
• Industry: Software Development
• Location: Bengaluru, Karnataka, India