Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Job Description

Do you love being the driver in assessing crucial customer challenges and themes, taking ownership to educate and influence internal and external teams, and lead towards resolution and thrilled customers? If so, then we have been looking for you!

We view our Escalation Manager role as a critical customer champion within our team. Internally, we need someone to work with our Support Leadership, Product Management, and Development teams to ensure that our customer voice is heard. Externally, this role will work with key strategic customers and partner experts, to coordinate and drive the resolution of critical issues.

Transparency in line with our Values (Open Company, No BS) is key and is achieved by providing timely and accurate updates to customers and Atlassian leadership regarding active critical issues, as well as meaningful details on the status of the customer relationship with senior management.

Key functions of this opportunity include:

Orchestrate Customer Teamwork

• By leading communication efforts on high-impact customer issues and concerns. Prioritize, coordinate and spark follow-up actions within the Atlassian team. Demonstrate ownership through regular meeting cadence & communications with internal and customer contacts, managing customer expectations on status and timelines. Serve as the primary point of contact for escalations, ensuring effective communication and resolution.

Make a difference

• By educating our organization by sharing customer feedback and trends. Promote collaboration across our Support, Product and Engineering teams to achieve real outcomes! Emphasize the priority and urgency of issues into the product teams for key fixes. Promote the right outcome through resolving our customer's critical situations via effective partnership within all facets of Atlassian and elsewhere as the need arises. Develop and maintain a prioritized Issue List and Action Plan to handle concerns and drive resolution across multiple teams, including executive engagement as required. Share insight and reporting on all blocking issues, evaluating escalation performance metrics. Educate and promote standard methodologies for demonstrating Enterprise Support with customers and Partners. Help shape and improve our support services and product capabilities.

Communicate at the right level

• By owning the responsibility for messaging, follow-up, and outcomes to our biggest influencers within Atlassian. Assess & evaluate how critical a situation is, seek to understand business impacts of critical problems, and report back on the current status of those issues. Develop and communicate periodic reports on status of escalations and next steps.

More about you

On your first day, we'll expect you to have:

• Empathy for our customers demonstrated through years of strong communication skills development

• Understand when, how, and most importantly why, when setting expectations with our customers and team

• Ability to manage multiple priorities under pressure while maintaining a customer-focused approach.

• Deep curiosity and commitment to seek out and resolve problems, share root cause analysis to our customers and Atlassians and strategize on preventing similar problems in the future

• Availability to work weekends on rotation or during critical customer escalations

• 6+ years of experience in forward facing support, software services, and/or system administration roles where customer effort and satisfaction are a priority

• 3+ years managing Enterprise level escalations

• Strong negotiation and objection handling skills

It's excellent, but not required, if you have:

• Experience with Scaling Agile methodologies (e.g. SAFe, Spotify, Value Engineering, Scrum@Scale, LeSS)

• Experience working with Atlassian products (Jira software certification is a huge bonus!)

• Deep familiarity with various technologies such as Microservices, Databases, AWS (EC2, RDS, S3), and the ability to work with observability data inside platforms such as Splunk & SignalFX

Customer Focus

• Actively gathers and leverages information to understand current and emerging customer business priorities, problems, expectations, and needs; seeks customer feedback and suggestions for improving products and services.

• Identifies barriers that impact customer service and retention.

• Uses understanding of customer needs to institute processes, procedures, partnerships, performance expectations, and training that will improve customer satisfaction and prevent service issues from occurring.

• Sets priorities and makes decisions that consider customer impact; measures customer satisfaction and retention to ensure that customer solutions, practices, and procedures are carried out and achieve their objectives.

• Demonstrate empathy and understanding during all interactions, ensuring customers feel heard, valued, and supported.

• Anticipate customer needs to address potential issues proactively and deliver tailored solutions.

Building Partnerships

• Developing and leveraging relationships with global team leads for product, regional managers, SET, and projects teams to achieve results;

• Facilitates agreement, gains commitment from partners to support ideas or take action; uses sound rationale to explain value of actions; confirms agreements, next steps (who will do what by when), needed resources and support, and how to track progress.

• Collaborate with cross-functional teams to improve processes, tools, and documentation related to incidents and escalations.

• Cultivate and maintain trust with key relationships across various departments, including Product, Support, Engineering, and Legal.

• Represent the team in stakeholder meetings and ensure alignment with organizational goals.

Influencing

• Uses open-ended questions to explore current issues, identify important decision makers, and understand others’ goals, perspectives, and concerns; summarizes to ensure mutual understanding.

• Emphasizes the importance of reaching agreement and the benefits of involving others; discloses own goals, feelings, experiences, and insights at the appropriate time to encourage open discussion and build confidence in one’s intentions.

• Clearly communicates the benefits of accepting the idea (for the individual, team, and organization); tailors the persuasion strategy to engage individuals emotionally and rationally; leverages supporting evidence to address anticipated objections; summarizes benefits to ensure understanding.

Delegation without direct authority

• Identifying and leveraging opportunities to accelerate results by assigning tasks and responsibilities to team leads with clear boundaries, expectations, support, and follow-up;

• Clarifies performance expectations - clearly communicates the importance and parameters of the delegated task/responsibility, including task scope, performance standards, time constraints, and expected outputs and their impact (on the individual and team); identifies others’ issues and concerns; 

• Generates commitment by involving others (team lead and regional manager) when agreeing on performance expectations and support needed, how results will be measured, and follow-up actions;

• Offers timely, specific feedback to reinforce effective performance and redirect less effective performance;

• Stays informed—Establishes procedures to remain aware of issues, follow up on action items, and track results (e.g., quality, quantity, cost, or timeliness) in areas of shared responsibility.

High-impact Communication

• Conveys messages logically, succinctly, and at the right pace; does not digress; is in command of the message.

• Focuses communications to have a positive effect on others; uses forceful and compelling language and tone to stimulate others’ thinking and actions; uses analogies, illustrations, or colorful expressions to create mental images; uses visual aids when appropriate to enhance the impact of the content.

• Uses correct grammar and punctuation; uses a format and terminology appropriate to the topic and audience.

• Checks the audience’s understanding; presents messages in different ways to enhance their understanding.

• Exhibits a presence that commands attention and respect; demonstrates an air of self-confidence.

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.