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Archives for the tag: Support

Support Highlights from Summit

During Atlassian Summit 2012 our Legendary Support team was regularly staffing an extremely popular AtlasBar and presenting on how to get the best out of Atlassian's products and support. Below are a few highlights from this year's event: Scaling a Global Support Team to Resolve 1,500 Requests a Week Using Kanban and GreenHopper In this talk Chris Lepetit shared how the Atlassian Support team has scaled to 1,500 support requests each week while reducing the average response time and maintaining

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Save Time, Have a Well Trained Team with Atlassian University

In case you missed Summit, our annual user conference, last month I spoke about using Atlassian University to get teams up to speed on Atlassian products, and at the same time deflecting (stupid) questions off admins. If you have 10 minutes, watch the video below. University, our training program with videos and step-by-step interactive tutorials, can quickly train teams on Atlassian tools.  We've found that some companies get much more benefit out of University than others. "A majority of

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SF Support Meetup – June 20th

Calling all Support Engineers in the San Francisco Bay Area! Atlassian will be hosting our inaugural SF Support Meetup at our brand new office in SOMA. We are starting this regular meetup to connect Support Engineers in the Bay Area with each other. Our goal is to build a community to share tips, tricks and techniques that help make customers awesome. Our first meeting will feature a presentation from Atlassian's Chris LePetit. Chris will be revisiting his talk from Atlassian Summit titled: Scaling

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In Atlassian Support we aim to provide Legendary Service to our customers and ultimately make our customers awesome.  We also like to have fun while doing it! Most recently, while Tim Wong, one of our Senior Suport Engineers in San Francisco was spending 3 months abroad in our Sydney office to help train up new staff (it's all part of our secondment program), we knew we had to do something special for him for when he returned. Tim is a long-time Atlassian and a running "inside joke" we

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Introducing JIRA Enterprise

Along with the launch of JIRA 5, I'm proud to announce JIRA Enterprise - tailored to the needs of our largest, most successful JIRA customers.  But before I do - let me share how the software industry has evolved. Every company is a software company It's an exciting time to be in the software industry. We interact with technology companies like Twitter, Facebook, Apple, ebay and Skype on a daily basis, in a way that we couldn't even conceive as recently as 10 years ago. But there is a broader

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Why I am in Support – Michael

There are two reasons why I love working in Atlassian Support:   I believe in our company   I was completely burnt out from the IT industry when I first started at Atlassian. I had come from a customer service background and had experience in IT but no formal qualifications. I had dabbled in business sales and decided that I wasn't cut out to be a typical salesman, but that was all I had to fall back on. I'd had a number of offers for sales roles but I knew I wanted something different.   My

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