We're hiring - ProForma Support Engineer

[Simon H]

ThinkTilt makes ProForma Forms for Jira and we are looking for a support engineer to join our team. Our headquarters are in Brisbane, Australia; however, we have always been a remote-first company so you could work from anywhere. 

We are looking for someone who already has experience as a Jira admin or loves working in Jira.

Applications close 24 April, please complete the initial application form online.

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Job Description

ThinkTilt is looking for someone to join our team that loves supporting and interacting with customers and internal teams alike. You need to be passionate about Jira and Atlassian's suite of tools, as you will be living and breathing them every day and you will be helping our customers make the most of them too.  You will also impact our customer experience through providing well written support for our Atlassian app(s). This role can adapt to your particular interests (AWS, continuous deployments.. etc); however, it is first and foremost a support role.   

ThinkTilt is a remote-first company; however, the majority of the team are located in Brisbane. It would be nice (but not essential) if you are able to work from our headquarters, once the corona-virus lockdown has lifted.  In the future there may be some travel involved to attend Atlassian related events either overseas (up to two times a year) or interstate.

More about you

On your first day, the most important skills we'll expect you to have:

• Excellent communication skills, with a friendly and engaging writing style. You need to enjoy writing and have the ability to communicate complex information and solutions in a simple and efficient manner. 

• Commitment and pride in helping resolve our customer's support requests, be they simple misunderstandings or a multi-day technical deep dive into a specific browser/feature issue.   

• A strong desire to avoid doing the exact same thing the next time, by improving processes or documentation. 

• Working with and wiring up systems to automate repetitive tasks. 

• A willingness to share with the team what you're working on, issues you encounter, and ideas on how to improve. 

You will also need skills or experience:

• Writing and improving our customer documentation as a way to divert support queries.

• Knowledge of scripting language(s) such as Javascript or Bash.

• Experience with debugging browser bugs.

• Experience of trawling through server logs. 

• At least three years of working with Atlassian applications, particularly Jira.

It's great, but not required if you have:

• Already have Jira certification (ACP-100, ACP-400 or ACP-600).

• Knowledge/experience administering AWS services.

• Some coding experience with Javascript, React, Java or Scala. 

We are always growing, learning, and adapting, in and out of the office. You will be joining a team that is highly engaged and direct. We help each other to constantly improve our work and help each other reach our potential. 

Your responsibilities

• Be the primary support technician, when other teams (e.g. marketing) can't answer support queries. 

• Provide 'office-hours' support each week day from 8:45am to 5:15pm.

• Provide technical support by analysing and troubleshooting complex technical
  issues quickly and accurately.

• Able to be on-call during out-of-office hours, for highest priority support issues.

• Create bug tickets or tasks to be processed by the development team to efficiently produce a fix or solution. This includes writing up detailed findings during bug triage and, where possible, recommendations for resolution.

• Build Jira test environments so that bugs can be reproduced and so the bug fix can be tested. 

• Coordinate with the dev team lead to prioritise and allocate tickets for resolution.

• Perform repeatable technical tasks to ensure smooth operations.

• Follow up with sales or development teams to ensure support issues are adequately resolved.

• Assist in the creation and maintenance of documentation about our products and services to assist resolution of customer support enquiries or diagnose future problems.

• Provide proactive recommendations for improving the system & troubleshooting processes.

• Work with online systems such as: ticket support systems, learning management system, communication systems and other online tools.

Our benefits and flexibility

At ThinkTilt we want to build a diverse team of people and we are willing to consider any and all work arrangements to build a strong team. Some of our benefits and flexible work arrangements can include

• Our headquarters are based at Hub Australia, in the Brisbane CBD. 

• Flexibility when it comes to how and where you work. 

• Working within a friendly, small team in a collaborative manner.

• iMac or MacBook Pro depending on your needs.

• An allowance for setting up a home office, or a monthly stipend to work form a shared office if desired.

• (Re)certification in Atlassian Jira and JSD Administration.

A note about on-call

• The 3-week rotation follows this format: 1 week of being on-call, followed by a 2 week hiatus from on-call. 

• Our on-call shift means you monitor support for high priority requests from 7am to 8:45am and from 5:15pm to 9pm and provide timely responses where required. 

More about us

ThinkTilt is small but fast growing technology company. Our headquarters are in Brisbane Australia, but we have distributed team working around the globe to build apps to extend Atlassian's products to every team in an organisation. We care about people first and foremost; be it our customers who need us to deliver reliable and smart apps, to our staff where we want to build a culture that allows people to grow and to love the work they do and also have a genuine life with their family or friends; or, the community in which we operate: we are proud members of the Pledge 1% philanthropic movement and we want to make a difference in the communities where we operate.