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Support Team Lead




Job Code:     QHP-1902

Description

Do you love working with a team of amazing people from all over the world to deliver the most awesome customer experience possible? If the answer is yes, we are looking for you! How would you like to lead a team of application support engineers responsible for providing legendary support for Atlassian products? The team is accountable for the support and resolution of issues and requests from Atlassian customers regarding Atlassian products. The Team Lead has key responsibility for ensuring that every support engineer is aware of our customer service standard and the delivery of our legendary support. The position is also responsible for day-to-day operational management and improvement of support processes, resourcing, reporting, and customer escalations. This isn't your typical support gig. You will have the responsibility of coaching and helping your team solve problems for a wide range of customer segments, from start-ups to Fortune 500 corporations, to help identify and resolve product issues. Atlassian is a growing company and there's a lot of opportunity to work with a broad range of exciting products & technologies like: JIRA, Confluence, Bamboo etc. And let's not forget the amazing people: can you imagine working in a multicultural team from all over the world and collaborating with teams in Kuala Lumpur, Porto Alegre, Austin etc.

More about the role

You and your team will be responsible for providing Atlassians' Legendary customer service through professional written and verbal communication with customers in various types of roles. The Team Lead is responsible for defining best practices and improved methods to increase user experience while building internal relationships with our development and product management teams to help communicate customer needs and urgency. Accepting the status quo is not your style and your are comfortable to challenge what you think can be done better. You will have mastered the ability to multi-task with regular interruptions, while prioritizing workload, including strategic projects, and monitoring queue health. Your top priority is developing your team in becoming highly skilled support engineers with subject matter expertise in all types of technologies across the Atlassian stack. You are truly motivated by customer success.

More about you

Preferably you have a Bachelor's Degree or higher in Computer Science/Information Technology or equivalent demonstrated experience. The key requirement is for you to have experience in providing technical leadership to a team of support engineers, preferably in a software environment. In this role you are responsible for the day-to-day operational management by being on top of your key performance indicators and driving improvement of support processes, resourcing, reporting and handling of customer escalations. Leading your team in providing legendary support through great customer service and effective/efficient handling of the support queue should be one of your main objectives. As a leader of this team we would look for you to provide support, motivation, inspiration and education to ensure everyone is able to deliver an awesome customer experience. Another important aspect of your role is to grow the team in terms of their personal development by ensuring people are playing to their strengths and clearly understand their role within Atlassian. In addition you are the biggest advocate who continually contributes and strives to build an open team culture built around playing as a team to achieve Atlassian goals, while having fun. An additional positive would be if you have experience with Atlassian products.

More about our team

The team is filled with customer focused individuals that champion and support world class products that are used by a growing list of 40K+ customers globally. 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 the customers, problem solving, digging into complex issues, and actively championing for customers within Atlassian. We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. When problems seem the hardest we are at our best, pushing harder for the root cause and a solution. We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and all about providing legendary service to our customers.

More about the perks

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some killer perks: ample time off to relax and recharge, five paid volunteer days a year for your favorite cause, ergonomic workstations with Aeron chairs, unique ShipIt days, plenty of food and drinks, lounge areas, Friday cocktails, Xbox, ping pong, Pension and collective health insurance plans with employer contribution, bike amenities, a company paid trip after five years and more.

More about Atlassian

Software is changing the world, and we’re at the center of it all. With over 40,000 global customers (including 85 of the Fortune 100) and a highly disruptive business model, we’re advancing the art of team collaboration with products like JIRA, Confluence and HipChat–and we’re just getting started. Driven by honest values, an amazing culture, and consistent revenue growth, we’re out to unleash the potential of every team. From Amsterdam and Austin to Sydney and San Francisco, we’re looking for people who are powered by passion and eager to do the best work of their lives in a highly autonomous yet collaborative, no B.S. environment.










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