Solutions Engineer, SMB (DACH)

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Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Overview

This is a remote position. To help our teams work together, you will be located in the UK.

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 250,000+ customers to date. Our Product Advocate team comes into play before 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 purchases by supporting customers with recommendations and resources based on our deep product knowledge of features. In turn, we provide our product and marketing teams with customer feedback & insights to guide roadmap prioritisation and messaging optimisation.

Responsibilities

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 increase revenue.

• Work directly with land and expand SMB customers
• Service requests sent by email and through chat (Intercom)
• Schedule and run video calls (Zoom) to provide product introductions, discover what the customer needs, or give in-depth demos
• Staff multiple weekly Q&A sessions for our product demos
• Run outbound calls for department-led marketing projects
• Assist other teams with product questions
• Provide customer insights for most cases, turning feedback and customer metadata into relevant insights for our Marketers and Product Managers

Qualifications

Required Skills

• 3-4 years experience in a customer-facing role within a high-growth technology company
• Work across email, chat, and phone
• Use knowledge to interpret customer questions into recommended solutions
• Interpret buyer problems into potential actionable changes for internal teams
• Passion for looking for solutions, driving relationships with relevant stakeholders, and leading experiments where you identify the need for improvement.
• Experience working in an Agile, always evolving environment.
• Be proficient in the German Language, preferably at a native speaker level

Desirable Skills

• Familiarity with Atlassian tools, specifically, Jira, Jira Service Management, and Confluence as a user or site admin
• Experience managing a service request queue and assisting customers with online and phone correspondence.
• Familiarity with DevOps and ITSM

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on 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.

We are an equal opportunities employer and welcome applications from all qualified candidates. If you require any accommodations or adjustments during the recruitment process, please let us know.

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