Source Job

• Maintain proficiency in Atlassian toolsets, onboard customer applications, and respond to service desk requests.
• Configure projects, permissions, workflows, and automate processes to improve customer efficiencies.
• Communicate with customers and team members to deliver solutions and best practices, while recording work and time.

The Adaptavist Group is a global family of companies that helps businesses improve through enterprise software and services across ecosystems like Atlassian and AWS. With a trusting, remote-first culture and a focus on flexibility, they support their employees with generous benefits and a diverse, inclusive environment.

• Act as the primary technical point of contact for external partners and internal teams, managing support requests through ticketing systems.
• Investigate, diagnose, and resolve technical issues related to software behavior, platform integrations, and configurations.
• Collaborate with engineering, QA, and product teams to resolve complex challenges and improve platform performance.

Our partner is a technology company that provides digital experiences for partners and end users. They have a collaborative support team focused on continuous learning and improvement.

• Troubleshoot and resolve customer issues using documentation, tools, and escalation resources to deliver great experiences.
• Become Smartsheet Product Certified and support customers via email, phone, and chat while meeting performance goals.
• Contribute to team projects, give feedback, and manage other responsibilities as assigned.

Smartsheet empowers teams to manage work seamlessly and scale solutions smarter, uniting human teams with AI agents to automate tasks and uncover insights. With over 20 years in business, Smartsheet fosters an inclusive environment where ideas are heard and contributions have real impact.

• Collaborate with sales teams to understand customer needs and provide technical solutions.
• Demonstrate product capabilities and design tailored solutions using Atlassian software.
• Support the sales process by delivering technical presentations and proof-of-concepts.

Atlassian is a software company that creates products for team collaboration, aiming to unleash the potential of every team. The company has a global workforce and values diversity, with a culture that offers flexibility in work location and a strong focus on community engagement.

• Own complex technical issues from intake through resolution or escalation, investigating APIs, integrations, logs, data, configuration, and workflows.
• Set a high bar for L3 investigations and ensure Engineering receives clear, actionable, well-validated defects.
• Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback.

Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We support nearly 5,000 customers and are a team of roughly 300 people across 22+ countries.

• Triage and resolve customer requests via Zendesk and internal tools.
• Investigate time-sensitive issues using data to confirm root cause before escalating.
• Build deep working knowledge of Focal's systems to diagnose issues independently.

Focal Systems is a pioneering Silicon Valley startup that develops retail AI solutions using deep learning computer vision. The company is a tight-knit, rapidly expanding team of hard-working professionals from top universities and tech companies.

• Provide technical support and training for end-users of JIRA and GitLab, ensuring efficient system adoption and issue resolution.
• Establish a structured workflow for tracking Service Level Agreement (SLA) adherence with automated notifications and escalation procedures.
• Submit the Quarterly Ticketing & Version Control Optimization Review to assess ticket resolution performance and recommend process improvements.

SOSi is a large private, founder-owned technology and services integrator in the defense and government services industry. They deliver tailored solutions for national security missions worldwide, with a focus on trusted leadership and results.

• Serve as the initial point of contact for end user inquiries, providing timely support via email, chat, and Slack.
• Troubleshoot and resolve technical issues related to the application, distinguishing between user errors and system-level problems.
• Own client issues from intake through resolution, ensuring every interaction moves the issue meaningfully forward.

SmarterDx uses clinical AI to help health systems capture the full value of patient care by analyzing EHR data for revenue cycle teams. The company is a remote-first team with a mission-driven culture and offers benefits like unlimited PTO and parental leave.

• Administer Jira Software, Jira Service Management, and Confluence in a cloud environment.
• Configure and support JSM service desk projects, manage user permissions, and build automation rules.
• Provide user support, maintain governance, and contribute to platform hygiene.

HealthEdge is a leading healthcare SaaS company delivering modern, cloud-native solutions that transform how health plans operate. With a global workforce spanning the US, India, Philippines, Mexico, and the UK, the company's Business Technology team powers the tools that keep HealthEdge running at scale.

• Drive strategy, development, and delivery of customer-facing digital products for plumbing, heating, and HVAC professionals.
• Conduct user and market research, manage product backlog, and facilitate Agile ceremonies with cross-functional teams.
• Own site search strategy, category navigation, and CX platform technology stack to ensure intuitive customer experience.

SupplyHouse.com is an e-commerce company specializing in HVAC, plumbing, heating, and electrical supplies since 2004. The company values every individual team member and cultivates a community where people come first, led by core values of Generosity, Respect, Innovation, Teamwork, and GRIT.

• Support Technical Account Managers and Agile Leads in planning, coordinating, and delivering project activities.
• Coordinate project meetings, track progress, document action items, and escalate risks or issues as needed.
• Provide project operations support including deliverable tracking, documentation, reporting, and project management tools administration.

Smile Digital Health enables healthcare stakeholders to collect and exchange data using a leading FHIR-based data liberation platform. The company was ranked #19 on Deloitte's Technology Fast 50 for 2024 and fosters a culture of belonging, inclusion, and authenticity.

• Provide world-class technical support via phone, email, and chat for escalated issues, serving as the first internal point of contact for product expertise.
• Triage and escalate bugs and issues from Tier 1 to Tier 3 engineers, ensuring detailed logs and information are gathered.
• Collaborate with cross-functional teams including Product, Integrations, and Support Leadership to improve customer experience and product knowledge.

Turnitin is a global education technology company that provides learning integrity solutions to over 16,000 academic institutions worldwide. With a remote-first culture and a diverse team across 35+ countries, they prioritize employee well-being and collaboration.

• Serve as the first point of contact for support requests via ticketing system, email, or chat.
• Troubleshoot and resolve common issues related to account access, site functionality, and general platform inquiries.
• Document incidents, track resolution progress, and communicate updates to stakeholders.

Oddball is a company that brings quality software to the federal space, improving the daily lives of millions of people. They value learning and growth and the ability to make a big impact at a small company.

• Troubleshoot and resolve complex technical issues for clients while meeting SLAs.
• Support non-engineering teams by debugging and explaining the Ada platform.
• Become a product expert to drive feature requirements and bug reports.

Ada is an AI customer service company that makes customer service extraordinary for everyone. Founded in 2016 and backed by over $250M in funding, Ada has powered over 5.5 billion interactions for leading brands and fosters a culture of growth and continuous improvement.

• Design, administer, and optimize Jira, Confluence, and Jira Service Management environments to support business and engineering teams.
• Develop automation rules, scripts, and integrations with third-party platforms like GitLab, Slack, and Google Workspace to streamline processes.
• Provide technical guidance, training, and mentorship to maximize adoption of Atlassian tools across the organization.

Our partner is a technology company focused on optimizing Atlassian ecosystems for business-critical operations. They foster a collaborative, innovation-driven culture with minimal bureaucracy, strong autonomy, and a remote-first approach.

• Provide excellent written, Slack, and video chat support to customers.
• Conduct training sessions for unmanaged customers to remove friction from their journey.
• Present customer problems to the organization for prioritization and actionable decision-making.

Appcues is a customer engagement platform that helps businesses improve user onboarding and adoption. The company is remote-first with a small, focused team that values transparency, collaboration, and autonomy.

• Diagnose and resolve technical issues for customers, ensuring high satisfaction through effective communication and problem-solving.
• Leverage expertise in integrations and APIs to troubleshoot complex issues and identify product improvements.
• Collaborate with Engineering and Support teams to enhance documentation and enablement strategies.

Ashby is building enterprise software for talent leaders and recruiters to improve hiring processes. The company is well-funded, backed by Y Combinator, and has a small team focused on building a best-in-class product and customer experience.

• Provide world-class technical and non-technical support to customers via email, phone, and live chat.
• Coordinate with Engineering and Product Management on product issues and releases.
• Develop positive customer relations and assist in updating technical documentation.

Turnitin is a recognized innovator in global education, developing learning integrity solutions for over 25 years. They serve 16,000+ academic institutions in over 185 countries and foster a remote-first culture with a diverse team across 35+ countries.

• Investigate and resolve technical issues, implement configuration changes, and respond to monitoring alerts while ensuring SLAs are met.
• Collaborate with Customer Success, Engineering, and Product teams to efficiently resolve issues and improve customer outcomes.
• Use SQL queries, log analysis, and scripting tools to support incident response and provide high-quality support to Credit Union partners.

Clutch is a vertical SaaS company backed by Andreessen Horowitz, focused on transforming credit unions into FinTech lenders. The company has a growing Support Engineering team of over 8 engineers, with a culture of collaboration, transparency, and integrity.

• Be the first point of contact for all customer questions and queries.
• Construct and execute plans to identify, escalate, and remediate operational challenges.
• Work closely with Sales, Customer Success, Implementation, Engineering, and Product teams.

H1 provides a platform that leverages data and AI to unlock medical insights, promoting health equity and improving patient outcomes. The company fosters a collaborative culture focused on innovation and impact, though exact size is not specified.