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Senior Technical Business Analyst



Sydney, NSW, Australia · Remote
Posted on Monday, June 24, 2024

Senior Service Enablement Engineer

Support | Sydney, Australia | Remote, Remote | Full-Time

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In this role, you are the customer champion, a trusted partner with Product & Engineering teams, helping to scale the business by making our customers more successful.

You will dive deep into our data to identify, pitch, advocate for, and partner on meaningful improvements to Atlassian’s products that will reduce friction for our customers. You will collaborate with our Product teams on change to ensure that our Support Engineers are prepared, and change is adopted by our customers successfully.

You’re part analyst, part product manager, and part program manager. You’re strategic, tactical, and also relationship- and data-driven.

  • Prepare and deliver regular reporting to help align support operations with R&D and volume trends

  • Deliver high-quality analysis into top friction areas within responsible product area

  • Partner with Engineering and Product Leaders to design processes and solutions to solve complex CSS challenges and to implement product improvements that prevent customer friction

  • Identify and remedy Product specific supportability gaps

  • Tell stories through data that resonate with executive leadership

  • Lead initiatives independently

  • Build relationship and rapport through consistent support and availability to become a trusted advisor to stakeholders.

This role will report to the Senior Manager, Support Enablement, CSS.

  • 3+ years of relevant experience with a proven ability as an analyst in software development, service delivery, or customer support

  • You have business insight and the ability to map business challenges to data

  • Strong SQL experience

  • Strong written, verbal communication, and presentation skills

  • Proven track record of developing initiatives and using data to drive clear prioritization of issues

  • Experience working with Product Managers and Software Developers

  • Experience Influencing stakeholders to enact change