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Senior Product Support Analyst

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We’re looking for a curious and insightful Senior Product Support Analyst to help improve the customer experience with Jira – one of the most famous issue tracker.

You’ll be part of a specialized analytic team across the globe with the mission to understand customer challenges and improve the serviceability of Atlassian products. We accomplish this by digging deep into problems, quantifying the impact, and partnering with product development to roadmap solutions. Your ability to ask the right questions, obtain answers through data analysis, and communicate the story to stakeholders effectively is the key to success.

What you will do:

  • Dig beyond data to provide actionable recommendations that help improve the customer experience
  • Develop strong partnerships with leaders across the business to align strategy and tactics of product and operations
  • Build, negotiate, and manage complex initiatives to prevent or eliminate friction in our products and services
  • Ensure that Atlassian can continue to grow and evolve while delivering legendary support to our customers
  • Collaborate with product and support leaders to ensure support engineers are prepared for product change and measure its success
  • Act as the customer and support advocate in a highly agile environment
  • Travel to Amsterdam, Austin and Sydney to work with remote team members to improve your craft, share wins, and align strategies

What we expect from you:

  • Minimum 5 years of relevant experience with at least 3 years of experience as an analyst in software development, service delivery, or customer support
  • BA/BS in Computer Science or related technical degree strongly preferred
  • Great interpersonal skills, balanced with an attitude to seek first, and understand perspectives
  • Strong with SQL analysis and data visualization to show why something is important to product and support leadership
  • Proven track record of developing initiatives and using data to drive clear prioritization of issues and development of strategy
  • Ability to overcome challenges and drive initiatives to completion
  • Resilient and adaptive mindset to manage challenge and seize opportunity
  • Strong sense of curiosity, humor, and empathy
  • Excellent in written and verbal communication in English

Desired experience and skills:

  • Experience in Product Management or Software Development
  • Experience in Customer Support and IT Service Management
  • Proficient with Tableau or similar BI tools
  • Understanding of statistics and tooling through R or Python

What we can offer you:

  • The opportunity to grow around other analysts from Gdansk, Sydney and San Francisco
  • Impact! Atlassian tools are used by millions of users around the world
  • The opportunity to build/grow your professional presence by speaking publicly at various events
  • Education Bonus 5 000 PLN/year (you choose what kind of training you would like to spend it on)
  • Ergonomic and user-friendly equipment (computers, standing desks, and Aeron® chairs)
  • Fully stocked kitchen (coffee, tea, yogurts, cornflakes, soft drinks, and sweets at your disposal)
  • Private medical healthcare
  • Life insurance
  • Multisport card (50% covered by Spartez)
When you join Spartez you will get some great perks.
See them all


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