Tech Lead, Support Operations

Overview

We're looking for a Global Technical Lead to join the Cloud Enterprise Support team to help us standardize, scale processes & improve support operations.

In this role, we expect you to be passionate about delivering outcomes in a rapidly evolving global environment. If you thrive on continuous improvement, building and scaling best practices, and impactful execution, this is the role for you! This support operations-focused Technical Lead role has a broad array of responsibilities including leading readiness for product changes, identifying customer friction using our products and enabling support engineers to unblock customers. They will also be responsible for developing support best practices, knowledge governance, driving tool adoption and skills matrix. Successful Tech Lead are strong relationship builders + cross-functional influencers, building operational mechanisms and rigor.

You should be comfortable interacting and presenting to leaders, cross-department managers, and project teams to elevate product and customer experience. The role will require strong multi-tasking, the ability to self-direct, strong prioritization skills, an innovative and resilient spirit, and a continual drive to make an impact on our business and customers. You will drive multi-quarter project delivery through collaboration, transparency, and risk remediation across cross-functional business teams.

Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Responsibilities

Strategic Leadership

• Product Launch Readiness: Prepare Support Engineers for new feature launches with skills, knowledge, tools, and best practices for a delightful customer experience.
• User Acceptance Testing: Validate product changes and new features ahead of launch to identify friction and partner with R&D to resolve friction pre-release.
• Unblock Top Issues: Provide expertise and influence in unblocking top customer issues and drive adoption of our products.
• Customer Friction Advocacy: Identify top customer frictions, impact, and influence R&D to remediate friction.
  
  
  

Subject Matter Expertise

• Knowledge Curation: Provide insights on knowledge usage and gaps to influence curation and dissemination of knowledge articles, improving support and customer effectiveness.
• Tooling Adoption: Identify gaps and improvements in support tooling and partner with Ops and Engineering leaders to upgrade tooling and drive its adoption.
• Process Best Practices: Provide product expertise and cross-functional best practices to Ops leaders in the development of SOPs to enhance operational efficiency.
• Skill Enhancement: Identify opportunities to enhance Support Engineer skills by providing subject matter expertise and inputs to the skills matrix.
  
  
  

Qualifications

Required:

• 5+ years in technical support or engineering, with 2+ years in a leadership role
• Proven ability to lead cross-functional initiatives and influence product direction
• Strong troubleshooting, UAT, and product launch experience
• Excellent communication and customer advocacy skills
  
  
  

Desired

• Experience with Atlassian or similar SaaS products
• Background in process automation or support tooling optimization
• Experience developing training or skills matrices for technical teams
  
  
  

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits .

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

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 provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh .