Technical Support Manager

Overview

You'll lead a dynamic group of Technical Support Engineers driven by customer obsession. This team is dedicated to resolving customer issues and advocating for their needs. As their leader, you'll be pivotal in shaping the success of your team and customers.

As an experienced people leader with a passion for coaching and growing technical teams, you’ll partner closely with engineering leaders to ensure tight feedback loops that drive better customer outcomes.

You’ll shape how we support our largest customers, stay at the forefront of emerging technology, and collaborate with key partners to drive product and process improvements.

Your responsibilities will encompass team management, ownership of key support metrics, process evolution, cross-functional projects, and team mentorship. **

Compensation**

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:

Zone A: $124,300 - $165,800

Zone B: $111,900 - $149,200

Zone C: $103,200 - $137,600

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones 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. **

Responsibilities**

• People leadership: Lead a team of Support Engineers, fostering an environment for exceptional customer support and value delivery to our highest-value customers.
• Resolution focus: Take ownership of support escalations, ensure customer resolution, eliminate roadblocks for your team, and empower accountability for team performance and customer SLAs.
• Collaboration: Work closely with key partners in Product and Engineering to surface customer bugs, trends, feedback, and issues in a data-driven way.
• Operational focus: Partner with Operations and Leadership teams to enhance efficiency, drive OKRS, and enhance the overall support experience.
• Player/Coach: Guide team members with clear performance and development structure and continuous feedback. Ensure your team possesses the technical skills to deliver an outstanding customer experience. Support team growth by ensuring the right skills are in place and investing in their professional development.

Qualifications

• 3+ years managing Technical Support Engineering teams (or similar) with a track record of success, focusing on team growth and customer delight. (Understanding electron-based apps, CSS, HTML, SSO is key).
• Leadership experience in a fast-paced, results-driven environment, prioritizing human relationships and team development.
• Expertise in owning and scaling support operations with process development, escalation protocols, communication tools, and ticketing systems.
• Proficient in analyzing Support data to support hypotheses and deliver on action plans.
• Bonus: Hands-on experience with at least one cloud platform (AWS ideally) and data product such as Snowflake or BigQuery.