Head of Cloud Enterprise Support


Location: Austin, Texas

Job Type: Full time


Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or from an office (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

In Atlassian’s Customer Support Services (CSS) department, it is our mission to provide world class, thoughtful, and scalable support to meet the needs and exceed the expectations of our customers. Do you want to play a pivotal role in owning the experience of our largest and most complex Cloud customers - to have a chance to lead Enterprise Support strategy that impact hundreds of support engineers and thousands of our customers globally?

Atlassian is looking for a Head of Cloud Enterprise Support. Reporting to the Head of CSS Enterprise and Migrations, you will be part of the support services leadership team that ensures our enterprise cloud customers are not only successful in their use cases but are thrilled to use our products. As a support leader you will shape how we ensure ease of support for our customers driving for frictionless experiences both in product and systems.

What you'll do:

  • You will define and lead the Cloud Enterprise support strategy for CSS and customers using market trends and business insights
  • You will present strategy, insights, achievements, and quarterly progress updates to CSS executive leadership, your Cloud Enterprise peers, and your broader CSS team
  • You will lead the Cloud support strategy improving the experience, scaling the team, creating/improving processes
  • You will work with and advise other partners (Product, Engineering, Business Transformation, Customer Success) who have a hand in building the strategy for Atlassian Enterprise customers
  • You will oversee the support experience for our Enterprise Cloud customers ensuring it is best in class
  • You will promote visibility of Enterprise Cloud customer needs and ensure cross-functional collaboration

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

  • At least 15 years of experience leading a global technical team at scale
  • Experience creating and running a support strategy
  • Hiring experience, resource planning expertise, and proven success in implementation of professional development programs growing leaders and individual contributors
  • Vulnerability, curiosity, compassion, and drive
  • Build strong relationships with customers who have deep technical knowledge and a wide range of experience using our products
  • Demonstrated experience in building a customer-centric culture that champions the customer’s needs
  • Demonstrable ability to drive a cross-functional team to execute against a strategy you devised
  • Track record of achieving highly visible outcomes around quality, effectiveness, and efficiency at an organization level
  • Exceptional behavioral assessment capability and the ability to teach this to others
  • A strong learning orientation and examples of high rates of professional growth
At Atlassian, we tie our base pay ranges to role and level. In the United States, that means your base pay ranges will fall into one of three geographic pay zones depending on your location. Our current base pay ranges for new hires in each zone are:

Zone A: $214,900 - $329,600
Zone B: $193,400 - $296,600
Zone C: $178,300 - $273,600

Within each range, base pay is ultimately determined based on your skills, expertise, and experience. This role may also be eligible for benefits, bonuses, commissions, and/or 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.

Our perks & benefits

To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.

About Atlassian

The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.

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 learn more about our culture and hiring process, explore our Candidate Resource Hub.
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