Enterprise Support Manager
- Bangalore, India
Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, every Atlassian will have the choice to work from an office or from home.
If you are passionate about working with smart teams and customers to provide the best product experience then this role will be a good match for you. This role is part of our Enterprise Support team which is focused on providing the best support and product experience to our largest customers. In this role you will lead a team of level III support engineers located in multiple Atlassian offices around the globe.
You will report to the Director of Enterprise Support and will be part of a growing team of experts improving our support capabilities, capacity, and quality for our most sophisticated customers. You will be a key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian, while creating a wide and loyal customer base to the Atlassian products and brand. You will work with your team to ensure service levels, support quality, and customer satisfaction targets. You will also participate in customer facing calls helping to communicate progress updates, action plans, and resolution details. You will participate in the broader ecosystem of Team Leads and Managers to improve overall department and corporate operational efficiencies. If this sounds interesting to you, apply and become part of our global team of experts practicing a follow-the-sun methodology with our other offices in Sydney, Amsterdam, San Francisco and other offices around the world to provide the best support possible for our top tier customers.
More about you
You are passionate about servicing customers and love people that have a strong sense of accountability and quality; you will be a person that is not comfortable with mediocre. It is important that you have a B.S in business, information systems, engineering, computer science, or equivalent.
Here's what we want you to have on your first day:
- Experience in software, professional services, software development, support, and customer facing roles; a minimum of 3+ years in support focused roles is required.
- You will have management experience leading teams for 5+ years with at least 8 direct reports.
- You can demonstrate where you have focused on team coaching, skills uplifting, SOP improvements, delivery quality, transparency, analytics and developing inbound resource channels from non-senior roles.
- Experience with enterprise software solutions with large and complex end-user communities is an important component of your past experience.
- Experienced people leader, involved building networks, developing talent.
- Strong judgement and decision making skills, ability to recruit and build successful teams.
- Create, organize and communicate strategies 3-6 months ahead. Partnering with global peers in aligning the strategies
Strong business acumen, define global and scalable frameworks & methodologies that are comprehensive from concept through adoption, scale, and maintenance.
A strong fit candidate would also have experience with our products like JIRA, Confluence, and/or Bitbucket Server. You will have a keen focus on the task at hand with an ability to prioritize multiple requests while assessing customer exposure and risk. You can demonstrate strong judgment, decision-making, drive and insightful analytic skills. You ideally will be process oriented with flexibility to know when the process needs to change or evolve. Your soft skills should be exceptional for coaching opportunities with the team as well as for both internal an external communications via phone, video conferences, presentations, and published blogs. Strong personal initiative and an internal temperature gauge for urgency will also be important to demonstrate.
More about our team
The team is filled with top-notch 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 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. 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, located around the globe, and is all about providing legendary service to our customers.
More about our benefits
Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.
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.
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.
Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.
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