Atlassian
Atlassian's software powers teams in every industry to collaborate, ideate, and innovate.
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Technical Support Manager

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Employer Provided Salary: 103,200-165,800 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

Your future team
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.
What You'll Do

  • 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.


Your Background

  • 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.
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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.

Culture
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
Diversity
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)
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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