Enterprise Support Manager

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.

Nurture the atlassian culture in the team, fulfilling the Values, Role and Team expectations through:

• Attract, Develop, and Retain talent
• Deliver results through Teamwork
• Role Model and exemplify Atlassian's core values.
• Multi-channel Support Proficiency - Effectively managing Support
• Engineers supporting various platforms including email, live chat, community, ensuring a consistent and high-quality support experience.
• Oversee Performance Management and Recognition initiatives.
• Provide coaching on complex issues and handle escalated customer situations as needed to drive positive outcome.
• Manage the day-to-day operational aspects of your team.
• Mentor the team on their growth plan, career progression, and succession planning to foster professional development.
• Position and support your team to succeed by maintaining focus on the fundamentals (caseload and backlog management, Throughput and Resolution) and removing roadblocks.
• Equip your team for success by ensuring readiness in technical and soft skills, training requirements, and industry standards.
• Build connections and foster collaborations within other Atlassian teams to bolster team performance and effectiveness, and improve customer experience.
• Contribute to and help drive Product, Technology and Process improvements.

• Business Insight
• Change Management & Adaptability
• Collaborative Spirit
• Effective Remote Leadership

• Fluent English proficiency.
• Bachelor's degree in Computer Science, Information Technology, or
• related field preferred; accompanied by 7+ years in operational
• excellence and delivery management.
• 5 years of experience in people management, with direct
• responsibility of at least two annual performance review cycles.