Product Advocate at Atlassian

| Austin
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Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.
At Atlassian, we've built a billion dollar, fast-growing business based on high-quality products, free trials and a focus on customer satisfaction. Interested evaluators convert to paying customers, activating a prolific "Flywheel" that has delivered 150,000+ customers to date. Our Product Advocate team comes into play prior to or during a customer’s evaluation journey, and serve as the product experts to help connect our solutions with their needs. We inspire trial activations and ultimately purchases by supporting customers with recommendations and resources based on our deep product knowledge of features and functionalities. In turn, we provide our product and marketing teams with customer feedback to guide roadmap prioritization and messaging optimization.
As the ultimate mission of our team is to provide best-in-class customer support, our success metrics are built to reflect this. Responding to customers in a timely manner and capturing their satisfaction with our response, are the two biggest ways we measure success. We need folks who are passionate about giving accurate, helpful information to our pre-evaluators and evaluators so they can make an informed decision. We rely on our products, and our knowledgeable team of Product Advocates explaining the benefits of those products, to drive sales.
More about you
We are looking for positive, professionally curious people who have technical chops, an innate ability to delight customers, and a burning desire to seek out and drive change for our products, processes, and performance. If you're looking to work for a game-changing company, and you have an analytical and innovative mindset you'd like to use to influence the direction of a healthy and growing suite of software development tools, then Atlassian is the place for you.

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

  • 3-4 years experience in a customer-facing role, ideally within a high-growth technology company.
  • Excellent communication skills across email and phone. Ability to both interpret customer questions and deliver recommended solutions, as well as capture customer feedback and recognize key areas for improvement.
  • Customer-satisfaction driven. Motivated to provide timely, accurate customer responses that anticipate future needs and build confidence in solutions.
  • Strong cross-functional skills. Ability to build relationships across teams and work collaboratively to provide feedback and improve processes that benefit all parties.
  • In-depth product knowledge. Experience supporting customers and ability to recall and explain deep product knowledge back to a customer in a way that’s concise and digestible.
  • Motivated self-starter. Passion for seeking out change, driving relationships with relevant partners, and leading experiments where you identify the need for improvement.
  • Experience working in an agile, constantly evolving environment.

It's a plus if you have:

  • Familiarity with Atlassian tools, specifically, Jira Service Management and/or Confluence as user or site admin (bonus points for Trello, and Jira Core/Jira Software).
  • Experience leading a service request queue and assisting customers with online and phone correspondence.
  • Working knowledge of server, data center, and cloud deployment options and the high-level differences of each.

In this role, you'll get to:

  • respond to customer questions through our service request queue and over the phone.
  • work cross-functionally to make sure the customer is interacting with the right team based on their needs, and support other teams who need assistance answering their customer’s product questions.
  • aggregate and summarize customer feedback to our Product Management and Marketing teams to help define product strategy.
  • support two of our top-attended product demos and assist with customer questions in real-time.
  • uncover ways to optimize the way we support our customers
  • seek out new and different ways to help increase happiness, all while doing so in a lively and encouraging environment!

More about our team
As a Product Advocate, you’ll be responsible for managing and responding to customer questions through our service request queue and over the phone. You’ll work cross-functionally to make sure the customer is interacting with the right team based on their needs, and support other teams who need assistance answering their customer’s product questions. In addition, you’ll aggregate and summarize customer feedback and provide to our Product Management and Marketing teams to help define product strategy. You will also support two of our top-attended product demos and assist with customer questions in real-time. Last but not least, you’ll be expected to uncover ways to optimize the way we support our customers and seek out new and different ways to help increase satisfaction, all while doing so in a fun and supportive environment!
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.
Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

Location

303 Colorado St , Austin, TX 78701

An Insider's view of Atlassian

What's something quirky about your company?

Atlassian creates a culture that sees and understands employees as humans. We take time to celebrate how weird we all are, and it shows in the work we do.

Kesha

Product Marketing Manager

What is your vision for the company?

As the world gets eaten be software, Atlassian plays a foundational role: how do we help knowledge leaders articulate how business operates today? How do we engage 'visioneers' to help reimagine an analog process into something digital? And how do we ensure that we enable developers to be as productive and effective as possible?

Noah Wasmer

Head of Tech Teams

What are Atlassian Perks + Benefits

Atlassian Benefits Overview

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, five paid volunteer days a year for your favorite cause, plenty of food and drinks, ergonomic workstations, employer-paid insurance coverage for you and your family, pension and more.

We're a global company and each of our office locations also has its own unique perks and benefits. Some of our benefits vary slightly by location.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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