Atlassian Cuts 200 European Support Jobs in Second AI Shift

Atlassian has cut about 200 customer service and support jobs in Europe today. This is the second round of cuts this year as the company moves to use more artificial intelligence (AI) for customer help. The company says new automated tools have lowered the number of support tickets human workers need to handle.

Key Facts

• 200 jobs cut: The layoffs affect support staff in France and the Netherlands.
• AI driven: Atlassian says better self-service tools reduced the need for human agents.
• Second wave: This follows 150 similar cuts made earlier in July.
• Source: CX Dive, Ziptone

Why This Is Happening

Atlassian is changing how it helps customers. The company, which makes popular work tools like Jira and Trello, said it has improved its software so that customers can fix problems on their own. Because the software now uses AI to answer common questions and route tickets, there is less work for human support teams.

A spokesperson said the company is proud of these updates but admitted they left the support team with “more capacity than needed.” This means they had too many workers for the amount of work coming in. The company insists these specific roles are not being directly replaced by robots, but the result is the same: AI tools do the work, and fewer people are needed.

Impact in Europe

This round of layoffs specifically targets workers in Europe. Reports confirm that employees in France and the Netherlands are the most affected. Because of strict labor laws in these countries, Atlassian has had to work with local “works councils”—groups that represent employees—to negotiate the terms of the cuts. This process caused a delay in the announcement compared to cuts in other regions.

A Bigger Trend

This is not the first time Atlassian has cut support staff this year. In July, the company let go of 150 people in a similar move. At that time, CEO Mike Cannon-Brookes said the company was shifting resources to focus more on AI. These repeated cuts show a clear pattern: the company is shrinking its human support teams as its automated tools get better at handling customer complaints.