Support Manager - Cloud Growth - Atlassian Bengaluru, India Bookmark Share Print 31 0 0

Listing Description

Working at Atlassian

Atlassian 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.

Job description
Reporting to a Group Manager in the Cloud Growth Team, you will lead a dynamic support team providing legendary support for our Cloud Products still in the early stages of their growth profile. You will have a broad skillset covering leadership, operations, strategic prioritization and customer service. You will oversee the health of our Support team and offerings including coaching support engineers and uncovering insights beneficial to our Product Teams.

Main responsibilities:
You will ensure that service levels, quality and customer satisfaction targets are met.
You will participate in customer-facing calls communicating progress updates, action plans, resolution details, setting priorities and managing expectations.
Coordinate root-cause analysis and fixes for complex issues, while ensuring that we are providing a quality experience.
Perform in-depth analysis of operational metrics. Uncover and present operational insights. Create strategies to exceed KBM goals and highlight areas of improvement to leadership through MBR's.
Organize strategies 3-6 months ahead, implement scalable operational frameworks and methodologies, while aligning with your global peers and working within the broader Atlassian ecosystem (Leads, Teams, others) to implement improvements.
You will foster a culture of advocacy on behalf of our customers to pursue improvements in areas ranging from application performance through corporate process changes.

On your first day, we'll expect you to have:
7+ years of experience in the Software Industry in a Cloud environment.
6+ years of customer support operational management experience in a Cloud environment.
5+ years of people management experience leading distributed technical support teams of 5-10 FTE's.
Demonstrated understanding of all aspects of people leadership; as well, build internal networks to accomplish our goals and external networks to attract and identify talent.
Experience developing talent nurturing programs that grow technical support engineers.
Experience analyzing data to gain insights on improving customer satisfaction and team performance.
Experience working in high-volume, 24x7 global support operations for paying customers.
Experience in both small and large companies is desirable.
Experience with Atlassian products (e.g. Jira, Confluence, Bitbucket) and AgileDevOps is desirable.
More about our team
The team is filled with top-notch technical individuals who are excited to provide world-class support for our customers. We enjoy the challenge of customer interactions. Problem-solving, digging into complex issues and advocating for customers within Atlassian. We wake up challenging ourselves on how we can improve the customer's experience, the quality of our product, our support systems, and ourselves. We feel that we can positively affect millions of end-users and their experience with Atlassian products.

Our perks & benefits

To 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 Atlassian

The 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.


Listing Details

  • Citizenship: Not Provided
  • Incentives: Not Provided

 

  • Education: Not Provided
  • Travel: Not Provided
  • Telework: Not Provided

About Us

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Our Contacts

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(703) 594-7765