Senior Technical Support Manager - Cloud

Overview 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. CSS (Customer Support & Services) Atlassian has a significant opportunity to exceed customer expectations and foster loyalty and trust, leading to increased satisfaction, retention, and growth. The CSS organization seeks passionate individuals to help us create a future where customers choose us not only for our exceptional products but also for a unique and connected customer experience rooted in our commitment to achieving customer outcomes. Responsibilities And we are looking for... We seek a customer-centric leader with a proven track record in team building and effective leadership. As a Senior Manager, you will manage ITSM SMB teams in India supporting the EMEA region, overseeing support deliverables (email, chat and video calls) and metrics for 10-12 employees while collaborating with Regional Managers to develop operational processes that drive business results and customer impact. You will lead Support Engineers and Senior Support Engineers, focusing on coaching, development, performance management, retention, and hiring new talent. This role involves regular interaction with Senior Leadership and cross-functional teams, influencing decisions through data and sound judgment, and articulating ideas in writing. Foster the Atlassian culture within your team, upholding our Values, Roles, and Team expectations. Define and implement a support strategy to enhance customer experience, scale the team, develop talent, and balance cost and coverage. Present strategy, key insights, and monthly/quarterly progress updates to leadership effectively. Coach and develop strong leadership capabilities and a mindset of continuous improvement among your direct reports. Cultivate a culture of exceptional support , Inspire and motivate support engineers to excel. Analyze operational metrics to identify strategic wins and drive improvements. Collaborate with key partners (Engineering, Product, etc.) to highlight customer needs and ensure cross-functional and cross-geographical collaboration. Drive improvements in Product, Technology, and Processes. Qualifications Competencies Customer Centricity Business Acumen / Strategic Thinking Strong Analytical Skills Lead Global Programs and Initiatives Cross-Team Collaboration Change Management, Adaptability, and Flexibility Strong Communication and Organizational Skills Knowledge and hands-on of Atlassian products will be a plus

Experience:

• Experience: 15+ years in fast-growing global support operations serving a complex customer base with exposure to diverse cultures.

9+ years of leadership and people management experience. Benefits & Perks Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits. 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.