Technical Support Manager - ITSM SMB

Support | Bengaluru, India | Remote, India | Full-Time

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, Jira Service Management, 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 to Bengaluru 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.

Working at Atlassian

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.

Customer Support & Services

Atlassian has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The Customer Support & Services (CSS) organisation is looking for people with a passion for delivering customer support to help us build a future where customers come to us, not only because we provide amazing products and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

And we are looking for..

As an Atlassian Support Manager, you'll be at the helm of a dynamic team of Support Engineers delivering multi-channel support (Email, Chat, Community & Slack). Your mission will be to ensure your team excels in delivering a superior support experience by being responsive and collaborating effectively with stakeholders on pressing issues for Atlassian customers. You will act as the voice of the customer to internal audiences such as the Atlassian Engineering Group, leveraging the culture of customer centricity at Atlassian to unleash the potential of every team.

What will be your responsibilities?

Nurture the atlassian culture in the team, fulfilling the Values, Role and Team expectations through:

• Attract, Develop, and Retain talent

• Deliver results through Teamwork

• Role Model and exemplify Atlassian’s core values.

• Multi-channel Support Proficiency - Effectively managing Support Engineers supporting various platforms including email, live chat, community, ensuring a consistent and high-quality support experience.

• Oversee Performance Management and Recognition initiatives.

• Provide coaching on complex issues and handle escalated customer situations as needed to drive positive outcome.

• Manage the day-to-day operational aspects of your team.

• Mentor the team on their growth plan, career progression, and succession planning to foster professional development.

• Position and support your team to succeed by maintaining focus on the fundamentals (caseload and backlog management, Throughput and Resolution) and removing roadblocks.

• Equip your team for success by ensuring readiness in technical and soft skills, training requirements, and industry standards.

• Build connections and foster collaborations within other Atlassian teams to bolster team performance and effectiveness, and improve customer experience.

• Contribute to and help drive Product, Technology and Process improvements.

• Contribute to the success / implementation of Customer Support division led programs, initiatives, communications with global, regional and team level coordination.

Competencies:

• Customer Focus

• Business Insight

• Change Management & Adaptability

• Collaborative Spirit

• Effective Remote Leadership

Qualifications & Experience:

• Fluent English proficiency.

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred; accompanied by 7+ years in operational excellence and delivery management.

• 5 years of experience in people management, with direct responsibility of at least two annual performance review cycles.

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 go.atlassian.com/perksandbenefits 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 go.atlassian.com/crh.