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Head of Engineering - Customer Support Technology

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Employer Provided Salary: 183,300-294,300 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

Atlassians have the flexibility to work in an office, from home, or a combination of both. This allows Atlassians to have more control over supporting their family, personal goals, and other priorities.
The Customer Support Technology Platform drives the next generation of platform tools and services across all Atlassian Cloud products to ensure that Atlassian's customer support capabilities are seamless for external customers and effective for internal support engineers.
What you'll do:

  • This senior engineering leadership role will lead a global team of 50+ engineers and work closely with product management, design leaders and others to set the strategy, goals and execution roadmap for group.
  • You will own significant company goals (OKRs) and their delivery.
  • You will also set strategy alongside triad partners, growing great leaders, technical stewardship, structuring the organisation to support strategy, helping translate strategy into funded execution plans, navigating high-level dependencies with other Atlassian teams, and leading a distributed team of accomplished engineering teams.
  • As a platform team, there is a large emphasis on collaboration with other platform and product teams and finding win/win roadmap trade-offs.
  • There is also a strong element of enterprise-level delivery as Atlassian expands in that market.

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: $220,800 - $294,300
Zone B: $198,700 - $264,900
Zone C: $183,300 - $244,300
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit 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.

  • 5+ years of experience with building large-scale and modern web software mixed IaaS, PaaS and SasS environment
  • 5+ years of driving company-wide engineering programs at similar sized SaaS companies
  • 5+ years of experience in leading large development teams
  • 3+ years managing senior managers, and a track record of successfully scaling organizations of 150+ engineers
  • Driving clarity from single-line requirements and providing direction in ambiguous environments
  • Ability to drive excellence, pushing innovation, quality, and operational excellence
  • A track record of strong execution and delivering results
  • Strong communication skills (technical, non-technical audiences and senior leadership)

It would be great if you have

  • Experience in defining a strategic roadmap for products and platforms
  • Experience with distributed development teams across multiple geographies
  • Continuous delivery with a strong bias for action

This is a remote position.

  • 15+ years of software development management experience, managing team of 20+ engineers
  • Bachelor's or Master's degree with a preference for Computer Science degree
  • Strong and clear communication skills, with a strong emphasis on and empathy, and a bias toward action
  • Demonstrated experience partnering with product managers and cross-functional stakeholders
  • Experience driving technical strategy of the team
  • Knowledge of Agile software development methodologies
  • Demonstrated experience mentoring and growing high performing engineering teams

It would be great if you have

  • Delivery services on AWS
  • Microservices-based and server-less architectures
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What are Atlassian Perks + Benefits

Atlassian Benefits Overview

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, five paid volunteer days a year for your favorite cause, plenty of food and drinks, ergonomic workstations, employer-paid insurance coverage for you and your family, pension and more.

We're a global company and each of our office locations also has its own unique perks and benefits. Some of our benefits vary slightly by location.

Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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