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Global Head of Solutions Engineering, ITSM



Oregon, USA · Remote
Posted on Friday, June 21, 2024

Head of Solutions Engineering, ITSM

Sales | Remote, Americas | Remote, Remote | Remote-EMEA, Remote EMEA | Full-Time

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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.

Atlassian is looking for a global leader for our Solutions Engineering (SE) team, with responsibility for the Service Management specialist team. Atlassian's Solutions Engineering team partners with both our direct sales and channel sales teams to deliver technical expertise in the sales cycle and assist in qualifying and closing high-value strategic opportunities, while shaping the customer's solutions purchasing decisions across the full Atlassian suite of products. The ideal candidate will possess a unique blend of technical expertise, strategic thinking, and leadership skills.


At Atlassian, we strive to design equitable, explainable, and competitive 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:

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.

As the Head of Solutions Engineering, ITSM you will focus on building credibility and trust with the technical leaders in our global customer & prospects by developing cross-functional strategies and solutions. Our team brings technical expertise, real-world experience, strong executive engagement skills and an inspirational mindset to help our customers understand the opportunities of Atlassians “System of Work” Platform. We act as technical leaders, helping customers solve their most complex business challenges through the value they realize from Atlassian solutions. We do this by leveraging best practice and industry standards to build customer trust, align to business outcomes and architect best in class solutions.

This Leader will play a crucial role in driving our sales efforts by building highly scalable sales processes, tools and techniques. In addition this leader will have experience building operational effectiveness and rigor across the organization. The ITSM Solutions Engineering team is responsible for growing the direct ITSM business as well as supporting the core Atlassian sellers and SE team. This team will be required to build scale, and ITSM expertise across the Core sales team. This individual will lead a team of skilled ITSM experts, and is expected to collaborate closely with the sales, product, and partner teams to develop and articulate comprehensive cross-functional strategies and technical solutions that address the business challenges of a broad set of the customer base. The ideal candidate will have a strong background in upleveling the professional selling skills of the team, specifically in value creation of SaaS & Cloud solutions.

The ideal candidate understands & can demonstrate how to continually advance the organization, strategy and tactical activities of the team to best impact the business growth expectations.

  • Leadership & Team Development:

    • Lead, mentor, and inspire a global team of sales engineers, fostering a culture of excellence, innovation, and continuous improvement.

    • Develop and implement training programs to enhance the technical and professional sales skills of the team.

    • Build & Optimize processes that support rapid growth and expansion across the team and the business.

    • Provide thought leadership and collaborate with internal Atlassiana business units and stakeholders, craft the model of the Mid-market organization.

    • Buildout scalable functions that best serve the needs of the business while providing adequate Solutions Engineering coverage to meet the needs of the business

    • Continue to build out team domain disciplines in Cloud Migration, Service Management, Agile, DevOps, and Work Management solutions

    • Establish performance metrics and conduct regular evaluations to ensure team members meet and exceed goals.

  • Strategic Planning & Execution:

    • Collaborate with senior leadership to define and execute the global sales engineering strategy for the Mid-market segment.

    • Define and Operationalize “Metrics that Matter” to effectively manage the business and ensure the most effective utilization of SE resources

    • Identify and prioritize key market opportunities, driving initiatives to capture new business and expand existing accounts.

    • Ensure proper alignment of resources and effective utilization of skill sets within assigned regions.

    • Align sales engineering activities with overall company goals and objectives.

  • Customer Engagement & Solution Design:

    • Engage in high impact sales pursuits across the global Mid-Market business. Interact at multiple levels within a customer account (Enterprise Architects, Domain Architects, Directors, VPs, and CXOs) and maintain these relationships throughout their customer journey.

    • Provide technical leadership during sales presentations, demonstrations, and proof-of-concept engagements

    • Engage with marketing to align on effective Pipeline generation activities in Mid-Market, create new routes to market to create new funnel prospecting pipeline

    • Ensure the seamless integration and deployment of solutions, addressing any technical issues that may arise

    • Demonstrate strong executive alignment with key resources across the Partner/Channel community

  • Cross-Functional Collaboration:

    • Work closely with product management, marketing, and R&D teams to ensure the development of solutions that align with market demands and customer feedback.

    • Serve as a liaison between sales engineering and other departments to communicate customer needs and market trends.

    • Maintain a rigorous feedback loop with the product teams, and deliver a point of view on roadmap investment priorities

    • Drive the creation of technical collateral, including whitepapers, case studies, and solution briefs.

  • Market & Industry Expertise:

    • Stay abreast of industry trends, competitive landscape, and emerging technologies to provide strategic insights and recommendations.

    • Understand the local market nuances across the Global customer base, including Culture, and Business practices and preferences.

    • Represent the company at industry conferences, trade shows, and customer events, showcasing our solutions and thought leadership.

    • Develop and maintain strong relationships with key industry stakeholders and partners.

The SE team's expertise is often critical to developing new solution based sales opportunities in our high-growth business, and shaping the enablement and go-to-market perspective around such solutions. You will need to partner with a diverse set of stakeholders - direct sales, channel sales, field marketing, product marketing, and sales enablement - to best shape the areas of joint execution with each team. Given the broad demand for your team's time and expertise, you will need to negotiate prioritization of when and where SE assistance is best used with each team.