Group Manager, Cloud SMB Support - Jira


Location: Remote - US only

Job Type: Full time


Job Description

We are looking for a passionate leader to run and grow our Cloud support operations in the AMER region. Collaborating with the Head of Cloud SMB and Group Managers from other geographies, this position will define strategic direction and operational strategies for the team, identify areas for continuous improvement, contribute to policy definition and most importantly develop talent in US and Mexico.

To service our customers effectively you need to be able to build an environment that attracts top talent and nurtures them through training programs, accountability for stretch goals, regular performance management and calibration exercises.

You will join our Customer Support & Success department at a really exciting time. Atlassian is growing rapidly year-on-year and we want to scale intelligently while helping our customers unlock value from our products faster. This is an opportunity to play a major role in achieving that goal.


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: $161,200 - $215,000

Zone B: $145,100 - $193,500

Zone C: $133,800 - $178,400

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit 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.

You would be a flawless fit if:

  • You have 15+ years of experience in fast growing global support operations serving complex customers environments

  • Multi-cultural leadership experience managing large teams with the drive to exceed operational performance goals

  • You have demonstrated experience in designing and implementing talent nurturing programs that grow strong leaders and strong support engineers

  • You have demonstrated experience in building a customer-centric culture that champions the customer's needs

  • You have demonstrated experience with interpreting data analytics to derive insight and drive customer value

  • You have demonstrated experience with presenting to senior leadership levels with clear and concise successes and challenges and the impact to the overall health of the business

  • You can demonstrate success in multi-functional influence and inspiring change in a matrices environment

  • You are passionate about the customer and delivering disciplined improvements

You’ve got this!