Product Support Manager

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 a Product or Technical 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?**
- Attract, Develop, and Retain talent
- Deliver results through Teamwork
- Role Model Atlassian values
- Commit to Performance Management and Recognition Program.
- Provide guidance and coaching to 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).
- Manage the day-to-day support business within your team.
- Foster collaboration with other teams to improve the customer experience.
- Position and support your team to succeed by maintaining focus on the fundamentals (caseload and backlog management, Throughput and Resolution), removing roadblocks within in CSS or into Engineering, encouraging collaboration and use of all available resources.
- 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.
- Establish connections across CSS and externally to influence and improve team effectiveness.
- Contribute to and help drive Product, Technology and Process improvements.
- Contribute to the success / implementation of CSS division led programs, initiatives, communications at the team level.

About you:

- Experience in the software industry with significant related working experience in a Customer Support Center function in a managerial capacity.
- You're an experienced people leader, involved in building networks and developing talent. Able to recruit and build successful teams.
- Responsibility and accountability for managing escalations with experience communicating and engaging at various organizational, customer management, and executive levels.
- Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization.
- Experience in both small and large companies is highly desirable.
- Good communications and interpersonal skills.
- Track record of accomplishment and effectiveness within organizations.
- Experience in working 24x7 support operations and with teams across multiple locations will be an added advantage.

Qualification & Experience:

- English language: fluent in reading, writing and speaking.
- Bachelor degree in Computer Science, Information Technology, or related field.
- Strong operational excellence, delivery management strong experience of managing people.

The team is filled with technical individuals that are excited to be building a new service offering and experience for our customers.
We challenge one another every day and hold ourselves accountable for our work product as well as our customer's overall success. We all enjoy the interactions with the customers, problem-solving, and actively championing for customers within Atlassian. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian.
We believe we can add significant value to the business by listening to the customer's experience, translating these into actions, and championing their short-term issues and long-term needs throughout the organization. Our team is open, filled