Support Engineer

About the position

At Refined, we are on a mission to help teams collaborate better. Our software turns native Confluence, Jira and Jira Service Management content into themed, easy-to-use intranets, service desks, issue trackers, knowledge bases and more.

You, as a Support Engineer, play a key role ensuring our customers are happy with their experience both using our products as well as interacting with Refined. On a day-to-day basis, you will be working in our online support system helping our customers around the world. You are the driver of your support cases, whether that means troubleshooting, setting up and investigating configurations and software related issues, answering questions or just keeping the customers up-to-date.

You will be working in a team with experienced support engineers and be the voice of the customer towards developers and product managers. We work as a team whether it’s bouncing ideas off each other, sharing knowledge or attacking the trickier support cases together.

And, of course, you get to work with customers from all over the world, ranging from people in tiny start ups to global enterprises and brands (e.g. Apple, Spotify, NASA, Coca-Cola).



Experience & background

To succeed in this role providing our customers quality software support, you need to have relevant education and experience (business information technology, informatics, information systems or similar). We are looking for someone who has worked with the Atlassian products and in the Atlassian Eco-system.

This position is customer facing so we expect you to have a genuine interest in working with customers and representing Refined.

Knowledge & skills

- Previous experience of supporting Jira, Confluence and Atlassian Marketplace apps
- Systematic and structured approach of taking your cases from discovery to resolution
- Ability to learn new products, systems and domain knowledge independently
- The ability to interact and communicate cross-functionally
- An extensive understanding of software concepts and configuration (servers, cloud and web applications)
- Great communication skills in English, both verbal and written


Why should you join us?

We have an amazing team and great clients, but all of this is possible because of a couple of values we have and share. If these words resonate with you, we are pretty sure that you would love to work with us.



Flexibility: We believe work should fit into the rest of your life and not the other way around. We're flexible about where you work and when so that you have the freedom to take care of your personal life first.

Fun: We celebrate our successes. Every major product release gets a proper celebration replete with Champagne (only the good stuff) and other treats. Plus we host tons of other events (totally optional, we get it if those aren’t your thing) like quiz and game nights, ping pong tournaments, theme days, and more.

Inclusion: We have a track record of hiring and promoting the most qualified candidates, regardless of factors like nationality, race, gender, sexual orientation, or religion, which, if you ask us, have no bearing on one’s ability to do the job.

Growth: Our employees grow as we grow. We promote from within, and we’re committed to professional development so you leave us with more knowledge than you came with (but don’t leave us!). We grow day to day by taking risks and learning from our failures as much as we do our successes.

We are good corporate citizens. We’re incredibly proud of the gender balance in our tech team, not to mention our pledge to donate 1% of company profits to charities and nonprofits like Ol Pejeta Conservancy and Cool Earth.

Want to learn more about what it’s like to work with us? Visit our About Us page (https://www.refined.com/about/) and see what our employees say about working at Refined.



And, of course, we have a bunch of well-thought-out benefits for all of our employees:

- Flex-time and flexible working hours
- Generous policies for new parents
- Flexible work-from-home policy
- Competitive pay
- Competitive pension package (SE)
- Loads of ‘away from the desk’ activities including after-works, stretch sessions, ping-pong competitions, group sports and delicious meals out.
- 4000 SEK/400 € per year in keep-fit activities
- 25 vacation days annually
- Annual company-wide kickoff trips
- Opportunities to travel for conferences, depending on your role
- Friday breakfast
- Macbook Pro
- Referral bonus
- Annual physical
- Quality headphones


Are you interested? Apply now!

Can you see yourself working with us? Great! We’d love to know more about you.

Please apply to the position at https://career.refined.com (https://career.refined.com/). We are continuously going through the applications and you can expect to be contacted within two days of sending in your application. We will hire as soon as we find the right candidate so don’t wait to send your application. We will do three rounds of interviews, first a short introduction and then two meetings with the team.

If you have any questions regarding this role, feel free reach out to maria@refined.com.

Please note that we don't have the possibility to relocate you for this role.

About Refined

We started Refined in 2009 with a simple idea: Enterprise software doesn’t have to be boring. Since then, Refined has evolved from a handy theming tool into a full-fledged site builder, helping more than 5,000 companies worldwide transform their Atlassian Confluence and Jira instances into beautiful, branded sites users love. We credit our can-do mindset, collaborative culture and attention to thoughtful design for getting us this far, but there’s much to be done yet.



We hire ambitious, down-to-earth, solution-oriented people who thrive in collaborative settings. We think empathy and curiosity say as much about a candidate as university credentials, and we weigh ambition as high as we do talent. We believe that the best work happens when people put their heads together without ego or pretence to arrive at clever solutions, so we look for people who have a demonstrated history of getting stuff done in teams. Sound like you?