Developer Support Manager, Ecosystem

Working at AtlassianAtlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.We have an office in Bengaluru but as we continue to expand our footprint in India, we can hire eligible candidates remotely anywhere in IndiaAtlassian is looking for a seasoned Developer Support Manager to lead one of the developer support teams.The Atlassian Ecosystem has been wildly successful: we surpassed $2 billion in lifetime revenue on the Atlassian Marketplace and over 60% of Jira Software and Confluence customers use at least one Marketplace app.When Atlassian partners and developers have technical questions (ranging from bugs to incidents), they rely on Developer Support Team to get them answered. Developer Support Team is on the frontline of developer feedback and is critical to overall Atlassian Ecosystem health. With impressive team growth, we are looking for a new manager to drive developer support operational improvements, manage the multi-geo team and contribute to strategy.In this role, you will collaborate closely with peer leads and stakeholders on engineering, design, support and analytics teams to bring developer support operations to the next level.

In this role, you will:

• Be essential in guaranteeing developer satisfaction, product quality, and ongoing developer success with Atlassian products and APIs, working with your team to ensure service levels, support quality, and customer satisfaction targets while being a key driver for product improvement, application performance, and corporate change.
• Coordinate 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, and creating a wide and loyal customer base to the Atlassian products and brand.
• Participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details.
• Work within the broader team to improve the overall department and corporate operational efficiencies.
• Demonstrate where you have focused on team coaching, skills uplifting, SOP improvements, delivery quality, transparency, analytics and developing inbound resource channels from non-senior roles.
• Create, organise and communicate strategies 3-6 months ahead. Partnering with global peers in aligning the strategies.
• Have strong business sense, define global and scalable frameworks & methodologies that are comprehensive from concept through adoption, scale, and maintenance.

One your first day, we will expect you to have:

• 5+ years of cumulative experience in software, professional services, software development, support, and customer-facing roles.
• Extensive experience in global support operations serving developers in technical partner organisations.
• 3+ years of management experience leading global support teams to meet and exceed operational performance goals.
• Experience in influencing internal engineering teams to prioritise specific issues based on the support insights.
• Experience with team coaching, uplifting skills, creation and enhancement of SOPs, delivery quality, analytics and escalations.
• Experience in recruiting and building successful teams with a developer-as-a-customer-centric culture.
• Experienced with interpreting data analytics to derive insight and drive customer value
• Experienced with cross-functional influence, providing customer insights to product to improve developer experience
• Strong communication and organisational skills 

It's great – but not required – for you to have:

• Experience in software development.Experience working with software ecosystems, developer platforms, marketplace partners, or other developer audiences.

Our perks & benefitsTo support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.About AtlassianThe world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.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 learn more about our culture and hiring process, explore our Candidate Resource Hub.