Support Manager at Atlassian

Support (CSS), Full Time, Sydney, Australia sydney support full-time
Posted a month ago

Atlassian can hire people in any country where we have a legal entity, assuming candidates have eligible working rights and a sufficient timezone overlap with their team. As our offices re-open, Atlassians can choose to work remotely or return to an office, unless it’s necessary for the role to be performed in the office. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

With a sufficient timezone overlap with the team, we’re able to hire eligible candidates for this role from any location in Australia. If this sparks your interest, apply today and chat with our friendly Recruitment team further.

Are you passionate about working with smart teams and customers to deliver an outstanding support experience? Then this role will be a good match for you! This is a key role on our Data Center Support leadership team which is focused on providing exceptional support to our Enterprise Data Center customers. In this role, you will lead a team of experienced support engineers supporting multiple Atlassian Data Center products.

More about you:

  • You are a leader who is passionate about servicing customers and love people that have a good sense of accountability and quality - you are uncomfortable with mediocre
  • You are able to demonstrate where you have focused on team development and team coaching, how you have performed skills uplifting for your team members, and how you have enabled them to develop their careers
  • SOP improvements, delivery quality, transparency, analytics, and developing robust teams.
  • You will be essential in guaranteeing customer satisfaction, product quality, and ongoing customer success with Atlassian products. Working with your team you will ensure service levels are met and support quality is exceeded while being a key driver for product improvement, application performance and corporate change.
  • When needed you will also participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details. 
  • You will coordinate root-cause analysis and fixes for complex issues and customers while being key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian. Creating a wide and loyal customer base to the Atlassian products and brand.
  • Create, organise, and communicate strategies 3-6 months ahead. Partner with global peers in aligning the strategies while working within the broader ecosystem of Team Leads and Managers to improve the overall department and corporate operational efficiencies.
  • Have a strong business sense, define global and scalable frameworks & methodologies that are comprehensive from concept through adoption, scale, and maintenance.
  • On your first day, we'll expect you to have:

  • Experience in the software industry with significant related working experience in a Customer Support Center function in a managerial capacity.
  • You’re an experienced people leader, involved in building networks and developing talent. Able to recruit and build successful teams.
  • Responsibility and accountability for managing escalations with experience communicating and engaging at various organisational, customer management, and executive levels.
  • Extensive expertise in developing metrics to measure the effectiveness of technical support within the organisation.
  • Experience in both small and large companies is highly desirable.
  • Good communications and interpersonal skills.
  • Track record of accomplishment and effectiveness within organisations.
  • Experience in working 24x7 support operations and with teams across multiple locations will be an added advantage.
  • It's great, but not required if you have:

  • Experience leading service operations teams in fast-paced companies.
  • Experience with enterprise-level software solutions, SaaS environment or Atlassian specific products like JIRA, Confluence, or Bitbucket.
  • More about our team:

    The team is filled with technical individuals that are excited to be building a new service offering and experience for our customers.

    We challenge one another every day and hold ourselves accountable for our work product as well as our customer's overall success. We all enjoy the interactions with the customers, problem-solving, and actively championing for customers within Atlassian. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian.

    We believe we can add significant value to the business by listening to the customer's experience, translating these into actions, and championing their short-term issues and long-term needs throughout the organisation. Our team is open, filled with varied backgrounds and talents, respectful, focused and is all about providing legendary service to our customers. 

    More about our benefits

    Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

    More about Atlassian

    Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

    Additional Information

    We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

    Atlassian is committed to providing reasonable accommodations to all individuals participating in the application and interview process, and while performing job functions. Please note that you will have the opportunity to request accommodations at each stage of the assessment process. To request accommodations before scheduling an interview, please reach out to [email protected] and someone will follow up shortly.

    All your information will be kept confidential according to EEO guidelines.

    If your experience looks a little different from what we’ve identified and you think you can rock the role, we’d love to learn more about you.

    Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.