Support Manager

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.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 achieve an outstanding support experience? Then this role will be a good match for you! This is an important role on our Data Centre Support leadership team reporting to the Regional Support Manager . This team is focused on providing support to our Enterprise Data Centre customers. You will lead a team of experienced support engineers supporting multiple Atlassian Data Centre products.

More about you:

• You are someone who is passionate about servicing customers and excel within people management.
• You can 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 guarantee 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 an important driver for product improvement, application performance and corporate change.
• When needed you will also participate in customer-facing calls communicating progress updates, action plans, and resolution details.
• You will coordinate root-cause analysis and fixes for complex issues and customers while being necessary for 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 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 department and corporate operational efficiencies.
• Have a business sense, determine 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:

• 5+ years of experience in the software industry with related working experience in a Customer Support Center function in a managerial capacity.
• You will have7+ Years experience leading teams, building networks and developing talent, recruiting and building successful teams.
• 5+ years of experience managing escalations with experience communicating and engaging cross functionally, customer management, and executive levels.
• Expertise in developing metrics to measure the effectiveness of technical support within the organisation.
• Experience in both small and large companies is desirable.
• Experience 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.

The team is filled with technical individuals that are excited to build a new service offering and experience for our customers.We challenge one another every day and and are accountable for the product and our customer's overall success. We all enjoy the interactions with the customers, problem-solving, and advocating for for customers within Atlassian.We feel that through our roles we can positively improve millions of end-users and their experience with Atlassian.We believe to contribute to the business by listening to the customer's experience, translating these into actions, and advocating for their short-term issues and long-term needs throughout the organisation. Your team will be open, filled with varied backgrounds and talents, respectful, focused and is all about providing legendary service to our customers.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.