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Senior Principal Software Engineer - Enterprise Technology - Customer Support



Software Engineering, IT, Customer Service
Austin, TX, USA · Remote
Posted on Friday, June 14, 2024

Senior Principal Engineer, Customer Support Technology

Engineering | Austin, United States | Remote, Americas | Full-Time

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The Senior Principal Software Engineer will drive work to build our next generation Customer Support Technology on top of Atlassian’s cloud platform, and develop Supportability standards and drive adoption of those across the entire Engineering organization at Atlassian.

  1. Formulate the strategy to move our Customer Support Technology from the current implementation to the next generation Customer Support Technology on top of Atlassian’s cloud platform.

  2. Work with dependency teams to develop a plan and roadmap.

  3. Migrate Customer Support org to the new system while achieving CSS business goals and staying within guardrails to ensure high customer satisfaction and keeping support costs low.

  4. Develop Supportability standards and drive adoption of those across the entire Engineering organization.

  5. Help with hiring and mentoring of other engineers on team.

  6. Act as Technical Lead for a team of engineers.

  7. Be responsible for quality of the code base and operational excellence.

  8. Build relationships with key Customer Support org stakeholders and Engineering leaders across Atlassian.

  1. Bachelor’s degree in Computer Science or equivalent.

  2. 10+ years of experience working as senior Software Engineer.

  3. 5+ years of experience acting as Technical Lead for a team of engineers.

  4. Experience with Customer Support Technology, ticketing systems, and use of AI to solve customer support problems will be a plus.


At Atlassian, we strive to design equitable and explainable compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience.

In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $234,100 - $312,100

Zone B: $210,700 - $280,900

Zone C: $194,300 - $259,000

This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter. #LI-Remote

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more.

Visit to learn more.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on 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.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit