Technical Support Manager

Job Description

Job Summary:

We are looking for a passionate Technical Support Manager to manage and grow our support team in San Francisco. This team is responsible for delivering a technical support service that is above and beyond the expectations of our customers. We are building a different kind of software company: one that listens to client needs, values innovation and solves customer problems with brilliant simplicity. You'll have a direct impact on millions of users, fast! You won't get frustrated with bureaucracy or slow decision making, because we encourage innovative thinking. We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be great.   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 echo system 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. You will have 7+ years of cumulative experience in software, professional services, software development, support, and customer facing roles; a minimum of 3+ years in support focussed roles is required. You will have management experience leading teams for 3+ years with at least 6+ direct reports. You can demonstrate where you have focussed on team coaching, skills uplifting, SOP improvements, delivery quality, transparency, analytics and developing inbound resource channels from non-senior roles. Experience with hiring & growing teams, operational rigor, coaching, mentoring & quality management is an important component of your past experience.  Familiarity with our products is a huge plus. 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, videoconferences, 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 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, plenty of food and drinks (including beer), ergonomic workstations with Aeron chairs, unique ShipIt days, a company paid trip after five years, generous employer-paid insurance coverage, matching 401K benefits, and more.


More about Atlassian

Software is changing the world, and we’re at the center of it all. With 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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