Head of On Premises Support

Welcome to Atlassian, a leading software company that empowers teams to collaborate and achieve their goals. We are currently seeking a dynamic and experienced individual to join our team as the Head of On Premises Support. As the leader of our On Premises Support team, you will play a crucial role in ensuring the success of our customers by providing exceptional technical support for our on-premises products. We are looking for someone who is passionate about customer success, thrives in a fast-paced environment, and has a strong technical background. If you are a natural leader with a passion for delivering excellent customer service, we would love to hear from you.

Lead and manage the On Premises Support team to provide exceptional technical support for our customers using our on-premises products.

Develop and implement strategies to ensure high levels of customer satisfaction and success with our on-premises products.

Continuously monitor and improve the quality of support provided by the team, identifying areas for improvement and implementing solutions.

Collaborate with cross-functional teams to identify and resolve technical issues and provide timely and effective solutions to customers.

Develop and maintain strong relationships with key customers and stakeholders, acting as a trusted advisor and advocate for their needs.

Ensure the team is equipped with the necessary tools, resources, and training to effectively support our on-premises products.

Stay up-to-date with industry trends and advancements in on-premises technology to provide cutting-edge support to our customers.

Manage and prioritize support tickets and escalations, ensuring timely and effective resolution.

Develop and maintain standard operating procedures and best practices for the On Premises Support team.

Monitor and report on key performance metrics to track the success and effectiveness of the team.

Mentor and develop team members, providing guidance and support to help them achieve their professional goals.

Represent the company and its values in all interactions with customers and stakeholders.

Collaborate with other department heads to identify opportunities for process improvements and share best practices.

Participate in the hiring and onboarding process for new team members.

Act as a point of contact for executive leadership on matters related to on-premises support.

Atlassian is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.