Principal Executive Support Engineer

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.
Responsibilities:

• Provide comprehensive technical support to C-suite executives across all devices (laptops, desktops, mobile devices, tablets, etc.), operating systems (Windows, macOS, iOS, Android), and applications (Microsoft Office Suite, collaboration tools, video conferencing, etc.).
• Proactively anticipate and address potential technical issues before they impact executive productivity.
• Manage and prioritize support requests, ensuring timely resolution and clear communication throughout the process.
• Troubleshoot complex technical problems, escalating to specialized teams as needed, while maintaining ownership of the issue until resolution.
• Develop and maintain documentation for executive technology setups, configurations, and troubleshooting procedures.
• Collaborate with IT infrastructure and security teams to ensure the confidentiality, integrity, and availability of executive systems and data.
• Provide remote support using various tools and technologies.
• Travel occasionally to provide on-site support as needed.
• Maintain a high level of confidentiality and discretion regarding sensitive information.
• Stay up-to-date with the latest technology trends and proactively recommend solutions to enhance executive productivity and security.
• Provide training and guidance to executives on new technologies and applications.
• Manage and maintain inventory of executive IT equipment.
• Participate in on-call rotation as needed to provide 24/7 support.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• 7+ years of experience in technical support, with a significant focus on supporting executive-level clients.
• Deep understanding of various operating systems (Windows, macOS, iOS, Android), hardware, software, and networking concepts.
• Extensive experience with Microsoft Office Suite, collaboration tools (e.g., Slack, Microsoft Teams), video conferencing solutions (e.g., Zoom, Webex), and mobile device management (MDM) solutions.
• Strong troubleshooting and problem-solving skills with the ability to identify and resolve complex technical issues quickly and efficiently.
• Excellent communication (written and verbal), interpersonal, and customer service skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Ability to maintain confidentiality and discretion.
• Experience with IT security best practices and protocols.
• Experience supporting global teams and diverse cultural backgrounds.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Apple Certified Support Professional (ACSP) are a plus.

Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $197,100 - $257,325
Zone B: $178,200 - $232,650
Zone C: $163,800 - $213,850
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn 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.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .