Cloud Support Manager (Austin or US Remote) at Atlassian

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Atlassian can hire people in any country where we have a legal entity, assuming candidates have eligible working rights and a sufficient timezone overlap with their team. As our offices re-open, Atlassians can choose to work remotely or return to an office, unless it’s necessary for the role to be performed in the office. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Are you passionate about working with smart teams and customers to deliver an outstanding support experience? Then this role will be a good match for you! At this time, we have multiple openings for Support Managers within Cloud Support at Atlassian. If your application is selected, the recruiter can talk through the different teams with you in a call.

More about you:

You are passionate about servicing customers and love people that have a good sense of accountability and quality. You are uncomfortable with mediocrity, and are always striving to be the change you seek.

In this role, you will:

  • Be essential in guaranteeing customer satisfaction, product quality, and ongoing customer success with Atlassian products. 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.
  • Participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details. Assisting your team in negotiating customer priorities and setting expectations.
  • Coordinate root-cause 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. Creating a wide and loyal customer base to the Atlassian products and brand.
  • Be able to demonstrate where you have focused on team coaching, skills uplifting, SOP improvements, delivery quality, transparency, analytics and developing robust teams.
  • Create, organize, and communicate strategies 3-6 months ahead. Partner with global peers in aligning the strategies and work within the broader ecosystem of Team Leads and Managers to improve the overall department and corporate operational efficiencies.
  • Have a strong business sense, define global and scalable frameworks & methodologies that are comprehensive from concept through adoption, scale, and maintenance.
  • Work within the broader ecosystem of Team Leads and Managers to improve the overall department and corporate operational efficiencies.
  • Build a team and eventually manage a team of around 7-10 advanced Support Engineers.

On the first day, we’ll expect you to have:

  • 4+ years of experience managing teams for 6 or more
  • Experience in the software industry with 5+ related working experience in a Customer Support Center function in a managerial capacity.
  • A deep understanding of people leadership, involving building networks and developing talent. Ability to recruit and build successful teams.
  • Extensive expertise in understanding metrics to measure the effectiveness of technical support within the organization.
  • Experience in both small and large companies is highly desirable.
  • Great communications and interpersonal skills
  • Track record of accomplishment and effectiveness within organizations.
  • Experience in 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.

More about our Team:

  • The team is filled with technical individuals that are excited to be building a new service offering and experience for our customers.
  • We challenge one another every day and hold ourselves accountable for our work product as well as our customer's overall success. We all enjoy the interactions with our customers, problem-solving, and actively championing for customers within Atlassian. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian.
  • We believe we can add significant value to the business by listening to the customer's experience, translating these into actions, and championing their short-term issues and long-term needs throughout the organization. Our team is open, filled with varied backgrounds and talents, respectful, focused and is all about providing legendary service to our customers. 

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

An Insider's view of Atlassian

What's something quirky about your company?

Atlassian creates a culture that sees and understands employees as humans. We take time to celebrate how weird we all are, and it shows in the work we do.

Kesha

Product Marketing Manager

What is your vision for the company?

As the world gets eaten be software, Atlassian plays a foundational role: how do we help knowledge leaders articulate how business operates today? How do we engage 'visioneers' to help reimagine an analog process into something digital? And how do we ensure that we enable developers to be as productive and effective as possible?

Noah Wasmer

Head of Tech Teams

What are Atlassian Perks + Benefits

Atlassian Benefits Overview

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, five paid volunteer days a year for your favorite cause, plenty of food and drinks, ergonomic workstations, employer-paid insurance coverage for you and your family, pension and more.

We're a global company and each of our office locations also has its own unique perks and benefits. Some of our benefits vary slightly by location.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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