Cloud Support Manager - Jira Service Management

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: 

• Model Atlassian values in everything you do

• Manage the day-to-day support business within your team. 

• 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.

• 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).

• Attract, Develop, and Retain talent 

• 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.

• Deliver Performance Management feedback and Recognition to your team that results in growth and high morale.

• Deliver results through Teamwork 

• Establish connections across the support organization and externally to influence and improve team effectiveness.

• Foster collaboration with other teams to improve the customer experience.

• 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

• Team leadership

• Remote Management 

• Customer Centricity

• Business Acumen

• Change, adaptability and Flexibility

• Team Player

Qualification & Experience

• English language: fluent in reading, writing and speaking.

• 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

• • Vacations starting in 14 days and released in advance
  • 35% vacation premium
  • 30 days of Christmas bonus
  • Extra holidays: Good Thursday and Friday, Mother's Day, Día de Muertos and December 24th and 31st
  • Profit sharing
  • Major health insurance for you and your dependants
  • Life insurance with funeral expenses included
  • Saving fund
  • Food bonus
  • Remote work support allowance to create your workspace
  • Monthly Remote Work Allowance (according to your work model)
  • Periodic Wellbeing Sessions (Meditation, Mindfulness, Breathing Techniques, etc.)
  • Additional benefits with Open English and psychologist, among others.

#LI-REMOTE  #LI-RC1