Trello Support Engineer (Remote)

Our teams are passionate about what they do. They believe in shaping a brighter future. Whether at our offices in the United States, Brazil or Mexico, we guarantee an inspiring work environment for talented people who want to be part of our award-winning team.

Guided by our purpose and core values, throughout history we have been awarded 11 times as a Great Place to Work and in 2019 we were recognized as one of the Best Places to Work according to Glassdoor.

Partnering with Atlassian for more than 12 years
now, we are known for delivering high customer satisfaction. As our business continues to grow, we offer opportunities to work with exciting products like Jira, Confluence, Bitbucket and Trello.

Imagine being part of a multicultural team from all over the world, collaborating with people from Kuala Lumpur, Amsterdam, Austin, San Francisco, Sydney and more!

Customer support at Trello is different.

To start with, we let our customers decide if they want to pay us or not. Seriously. If our customers are not amazingly happy, they get their money back with no questions asked. Our front line staff is empowered to make our customers happy. Usually, it means tapping a broad range of resources, whether that’s making sure you have all the right software or working directly with an engineer to troubleshoot a case. You’ll have what you need to get the job done.

You will not be glued to the queue. Sure, we need to get back to customers via email—that will always be there—but support is so much more than grinding through an inbox. This is a real problem-solving job. You’ll have an incredible amount of autonomy in determining how best to contribute your talents and skills to Trello. Think a short video will help customers get started? Make it. Want to write a script to help a customer with the API? Go for it. There’s plenty of room for creativity and technical exploration when it comes to better serving our customers.

The other side of support is working with the other teams at Trello. All of our teams—engineering, marketing, sales, etc—benefit from support's role in working directly with customers. It will be your job to determine how we can serve them as effectively as possible. This is no small task, especially when communication is happening asynchronously across time zones. For example, when working with the engineering team, you need to know when a bug can stay under the radar versus when you should sound the alarm.

Job Summary

  • We don’t want people to just use Trello, we want them to love it. We’re looking to add a person to our support team who is friendly, helpful, and already loves Trello. Your top priority will be to transform our users into super-fans. You’ll do this by:

  • Troubleshooting and answering their questions via email and social media;

  • Configuring and troubleshooting SAML-based SSO setups with Trello Enterprise customers, both by email and over the phone when necessary;

  • Relaying insights from customers on to our product team;

  • Providing service status updates via our StatusPage and social media;

  • Crafting documentation and other support materials that empower users to serve themselves;

  • We use a variety of tools to ensure fluid communication between our customers, support, and the product team. These include email, social media, written documentation, video, internal chat, and Trello itself.

As a Trello Support Engineer you...

  • Have knowledge of Trello and passion for the product;

  • Have previous experience providing email support as a primary job responsibility;

  • Have experience with Enterprise-grade SAML configuration and/or troubleshooting, or equivalent technical experience in that area;

  • Have basic understanding of HTML, CSS, and Javascript;

  • Have the ability to communicate clearly and positively through written and spoken English;

  • Have a broad creative or technical curiosity;

  • Have experience working independently—in some cases you will be the only team member working, based on the timezone. You’ll work within the standard working hours of your timezone (we’re looking for coverage of the 9AM-6PM times, not for overlap with NYC’s hours).

We would love to count on you in our team!

People with disabilities are welcome.

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