Design Manager - Support documentation

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.

About the role:

The Central Docs team consolidates technical writing efforts to enhance the customer and support experience across Atlassian. We deliver high-quality, scalable documentation that supports our products and services, ensuring content is both human-readable and machine-consumable. Our mission is to provide a comprehensive support experience that delivers customer and business value, deflects support costs, and grows customer loyalty.

As a design manager on the Central Docs team, you will lead a team of content designers with technical writing specializations responsible for Atlassian's support documentation. You'll set the bar for delivering documentation excellence, drive operational improvements, and ensure alignment with business objectives and customer needs. You'll partner closely with product, design, engineering, and support leaders to deliver a best-in-class self-help experience.

Key responsibilities

• Lead, coach, and develop a high-performing team of content designers (technical) in Atlassian's first AI + human collaboration content team.
• Oversee the planning, production, and delivery of comprehensive documentation that supports customer self-help and reduces support costs.
• Champion content strategy, systems thinking, and information architecture improvements across Atlassian's documentation ecosystem.
• Drive adoption of AI tools and automation to streamline documentation processes and improve content quality.
• Collaborate with cross-functional partners (collections, app teams, design leadership, support, and engineering) to align documentation strategies and deliverables.
• Define and continuously improve ways of working, rituals, and quality assurance practices for the team.
• Represent the Central Docs team in strategic forums, sharing insights and advocating for customer-centric documentation.
• Participate in hiring, onboarding, and career development for team members.

• Proven experience managing content design, technical writing, or documentation teams, ideally in a SaaS or technology environment including establishing guidelines for responsible AI use in content creation (e.g., transparency when AI contributes, bias mitigation, compliance).
• Strong background in content strategy, content modeling, structured content, and information architecture for large documentation sets.
• Demonstrated ability to lead teams through adoption of AI tools, including training, upskilling, and setting clear quality standards.
• Experience leveraging AI and automation in content workflows and content management systems.
• Proven partnerships with product, engineering, and data science teams to ensure AI systems serve both documentation needs and user experience.
• Background in directing teams to design, test, and refine prompts for authoring, summarizing, classifying, or restructuring technical content.