Principal Product Supportability Technical Lead

2 months ago

Sydney, Australia Atlassian Full time

Overview:
**Atlassians can choose to work remotely or use an office, unless it's necessary for the role to be performed in the office. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.**

**Job description**

You are the customer champion, a trusted partner to Product & Engineering teams, scaling our business by making our Enterprise Customers more successful.

Reporting to our SET Group Manager, as a Principal Product Data Technical Lead you will dive deep into our support data to identify, advocate for, and partner on meaningful improvements to Atlassian's Data Center products that will remove friction from our customers and reduce support effort.

You're part Analyst, part Product Manager, and part Program Manager. You're strategic, tactical, and also relationship
- and data-driven.

**More about our benefits**

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

**More about Atlassian**

Creating software that empowers everyone from small startups to the who's who of tech is why we're here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we're looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we're committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

**Additional Information**

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.

If your experience looks a little different from what we've identified and you think you can rock the role, we'd love to learn more about you.

**Responsibilities**:
What you'll do
- Influence product roadmap by identifying, articulating the business impact and proposing possible solutions to the most impactful friction to our customers
- By manipulating data from our customers' interactions with support, extract insights, prepare and deliver regular reports that uncover improvements opportunities in customer experience, business growth and support efficiency
- Advocate for a culture of design for supportability: ensure that our products are easy and economical to support
- Tell stories through data that resonate with senior executive leadership
- Lead complex projects independently
- Assist colleagues with complex investigations and technical presentations
- Support team outcomes by setting priorities, establishing timelines, and coordinating with internal and external partners
- This job has no people managerial responsibilities

Qualifications:
On your first day, we'll expect you to have
- 10+ years of relevant experience in software development or customer support, acting as a senior data and business analyst
- Experience writing advanced SQL queries and ability to build visualizations (for example: Databricks, Tableau)
- Some experience with data modeling, warehousing and designing ETL pipelines
- Experience influencing product roadmap and decisions using data
- Experience influencing Heads of Product and Engineering

**It's great, but not required if you have**:

- Experience as a Software Development Manager or Product Manager
- Experience with advanced analytics techniques
- Experience using Databricks and Tableau

LI-AU1

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