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Job Description
- As a Global Technical Lead in the Cloud Enterprise Support team at Atlassian, your role will involve standardizing processes, scaling operations, and enhancing support operations. You are expected to be passionate about delivering outcomes in a rapidly evolving global environment, focusing on continuous improvement, building and scaling best practices, and impactful execution. Your responsibilities will include leading readiness for product changes, identifying customer friction, enabling support engineers, developing support best practices, knowledge governance, driving tool adoption, and skills matrix.
Key Responsibilities:
- Prepare Support Engineers for new product launches by providing skills, knowledge, tools, and best practices for a delightful customer experience
- Validate product changes and new features through User Acceptance Testing to identify friction and partner with R&D to resolve issues pre-release
- Provide expertise and influence in unblocking top customer issues and promote adoption of products
- Identify top customer frictions, assess their impact, and work with R&D to remediate friction
- Offer insights on knowledge usage and gaps to influence knowledge article curation and dissemination, improving support effectiveness
- Identify gaps and enhancements in support tooling, collaborate with Ops and Engineering leaders to upgrade tools, and drive adoption
- Provide product expertise and cross-functional best practices to Ops leaders for the development of SOPs to enhance operational efficiency
- Identify opportunities to enhance Support Engineer skills by providing subject matter expertise and inputs to the skills matrix
Qualifications:
Required:
- 5+ years of experience in technical support or engineering, with at least 2 years in a leadership role
- Proven ability to lead cross-functional initiatives and influence product direction
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- Strong troubleshooting, User Acceptance Testing, 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 in developing training or skills matrices for technical teams
Atlassian offers a wide range of perks and benefits designed to support you, your family, and help you engage with your local community. Their offerings include health and wellbeing resources, paid volunteer days, and more. At Atlassian, the goal is to unleash the potential of every team through software products that help teams collaborate and achieve together. If needed, accommodations or adjustments can be provided at any stage of the recruitment process. To learn more about the culture and hiring process at Atlassian, visit go.atlassian.com/crh.,
Skills
Process Best PracticesProduct Launch ExperienceTroubleshootingTraining DevelopmentCustomer Friction AdvocacyStrategic LeadershipProcess AutomationSupport Tooling OptimizationKnowledge CurationTooling AdoptionCustomer AdvocacySkill EnhancementUser Acceptance TestingCommunicationIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
Atlassian is a renowned software company specializing in collaboration tools for teams. Established in 2002, Atlassian offers a suite of products that streamline workflow processes, enhance communication, and foster productivity among teams of all sizes. From project management and issue tracking to collaboration and code management, Atlassian's portfolio includes popular tools like Jira, Confluence, Bitbucket, and Trello. Trusted by thousands of organizations worldwide, Atlassian's solutions enable teams to work smarter, faster, and more efficiently, facilitating seamless collaboration and driving innovation across various industries and sectors.
Important dates & deadlines?
Application Deadline
27 Oct 25, 02:34 PM IST
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Tech Lead, Support Operations
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