About e-Core
We are a technology services partner for digital innovation and business transformation.
We combine our global experience in key industries and the latest technologies to help fast-growing and established companies transform and accelerate their business models, develop innovative digital solutions, scale technology capabilities, and sustain their growth.
We are change-makers, and the purpose of everything we do is to connect people and technology to build a better future together.
Our approval ratings on Glassdoor and the awards we've received from Great Place To Work since 2008 prove that we encourage work-life balance in a transparent and flexible environment, ensuring a unique experience for e-Coreans to be their best version.
We are looking for an intellectually curious, customer centric Product or Technical Support Manager who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed. As an Atlassian Support Manager, you will focus on building and leading a high performing team of Support Engineers. You will be responsible for ensuring our teams strive to provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Atlassian customers. You will represent Atlassian to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. 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 expectations for living the Values, executing on your Role and deliver results for your Team:
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Model Atlassian values in everything you do
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Manage the day-to-day support business within your team.
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Position and support your team to succeed by maintaining focus on the fundamentals (caseload and backlog management, Throughput and Resolution), removing roadblocks within our support teams and into Engineering, encouraging collaboration and use of all available resources.
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Provide guidance and coaching to your team for addressing highly complex, strategic financial and executive level cases, including customer escalations - and as necessary take ownership to produce a positive customer outcome (s).
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Attract, Develop, and Retain talent
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Assure team members are ready (working with internal teams and Readiness Champions where applicable) - technical skills, soft/professional skills, required training, cultural initiatives, industry certifications and standards, etc.
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Deliver Performance Management feedback and Recognition to your team that results in growth and high morale.
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Deliver results through Teamwork
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Establish connections across the support organization and externally to influence and improve team effectiveness.
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Foster collaboration with other teams to improve the customer experience.
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Contribute to and help drive Product, Technology and Process improvements.
- Contribute to the success / implementation of Customer Support and Services division-led programs, initiatives, communications at the team level.
Competencies
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Team leadership
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Remote Management
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Customer Centricity
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Business Acumen
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Change, adaptability and Flexibility
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Team Player
Qualification & Experience
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English language: fluent in reading, writing and speaking.
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5 years / 7+ years of support leadership and 5+ years of experience of managing people;
Nice to have:
Bachelor degree in Computer Science, Information Technology, or related field
As an e-Corean, you will have flexible benefits in a model that you will chose what’s the best for you:
- Health, dental, and life insurance
- Meal and/or Food allowance
- Multi Benefits Card
- 15 days of vacation every 6 months (30 days of PTO per year)
- Private Pension Plan
- Short-Term Incentive Plan (PLR)
- Parking allowance in SP and POA offices
- Possibility to choose between a variety of work models
- Financial support for studies and daycare center
- Flexible work hours
- Customized setup (e.g, monitor, earphones/headsets, keyboard)
- Periodic Wellbeing Sessions (Meditation, Mindfulness, Breathing Techniques, etc.)
- Home Office Setup Allowance (according to your work model)
- Monthly Remote Work Allowance (according to your work model)
- Gympass partnership
#LI-REMOTE #LI-HD1
e-Core Diversity Commitment
We are a team of creative and innovative people, and we hire on an equal opportunity, regardless of gender, race/ethnicity, sexual orientation, disability, age, religion and others.
We are committed to the values of Equal Employment Opportunity and everyone at e-Core is empowered to be themselves and encouraged to develop professionally and personally.
Privacy
By submitting an application, I acknowledge that I have read and understood the e-Core Privacy Notice.
Ao me inscrever, concordo que li e entendi a Política de Privacidade da e-Core.
