This role is part of our Enterprise Support team focused on providing the best experience to our largest customers. This role will lead a team of level III support engineers located in multiple Atlassian offices. This role will report to the Director of Enterprise Support and will be part of a growing team of experts creating improved experiences and delivery capabilities for our leading customers. If this sounds interesting to you apply and become part of our expert global team practicing a follow-the-sun methodology with our other global offices to provide the best support possible for our top tier customers. Required Experience:
- B.S. in business, information systems, engineering, computer science, or equivalent.
- 7+ years experience in software support, professional services engagements, software development, and customer facing roles within an enterprise software company.
- 3+ years in a leadership role with at least 4-5 direct reports.
Preferred Experience
- 3+ years experience in support or services organizations servicing the global 1000 companies.
- 3+ years experience with enterprise level software solutions.
- Experience with Atlassian’s JIRA, Confluence, Stash or other products in an existing enterprise.
Operational Activities
- Keen operational focus on customer satisfaction and service quality.
- Efficiently manage support queues and follow-up actions and priorities.
- Work with team to ensure response times, quality, and customer satisfaction targets are exceeded.
- Lead customer calls during escalations and on-going triage cases.
- Manage team to key performance indicators and communicate team performance up to regional management on a consistent manner.
- Communicate customer’s overall account status for those anchored in your specific geo and time zone.
- Participate in the broader echo system of Team Leads and management to improve overall department and corporate operational efficiencies, quality, and customer satisfaction.
Team Activities
- Manage and coach team members through weekly 1:1’s.
- Mentor, manage and grow team members and help to identify best career path for each person on your team through quarterly goals and reviews.
- Identify team member strengths and weaknesses and help each team member improve weaknesses and leverage strengths.
- Help to define technical and non-technical training guidelines for new members of the team and iterate improvements into training and on-boarding experience.
- Constantly be building better and better channels for your team to be an example of the Atlassian values.
- Open company, no bullshit
- Build with heart and balance
- Don’t #@!% the customer
- Play, as a team
- Be the change you seek.
- Help grow the team via recruiting and working with other teams to define promotion paths into Premier Support roles.
Key Skills:
- Leadership
- Initiative
- Ability to mentor highly technical team
- Strong judgment and decision making skills
- Keen focus and ability to prioritize activities
- Analytic capabilities
- A drive to deliver high quality customer experience
- Ability to demonstrate urgency through actions
- Process oriented mind set with experience to know when improvements are required
- Strong soft skills for external and internal interactions through phone, videoconferences, presentations, and published blogs.
Perks:
- Atlassian is a global company with offices in Austin, San Francisco, Sydney, and Amsterdam. Austin operates with these other offices in a follow-the-sun support methodology to provide a great work life balance across each team.
- Long list of perks including 401K matching, full health, dental, vision, parking and public transit subsidies, onsite gym, stocked kitchens, and lots of T-shirts!
- Up to 5 days paid leave to work for your favorite charity.
- Dog friendly work environment when we move into our new space in early 2015.
- A no bulls#!t style work environment.
- Awesome team culture and values. (We live our company values)
- Be part of an amazing team and expanding ecosystem of partners and customers that are changing the way software, products, and services are created.
Missing some items but still think you are a fit for the role and Atlassian? We still want to hear from you, along with the last book you read and some of your recent lessons learned. |
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