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Senior Principal Software Engineer, Customer Support Technology
2 months ago
We are seeking a highly skilled Senior Principal Software Engineer to lead our Customer Support Technology team. As a key member of our Engineering organization, you will be responsible for driving the development of our next-generation Customer Support Technology on top of Atlassian's cloud platform.
Key Responsibilities- Develop a strategy to migrate our Customer Support Technology from the current implementation to the next generation on top of Atlassian's cloud platform.
- Work with dependency teams to develop a plan and roadmap for the migration.
- Migrate the Customer Support organization to the new system while achieving business goals and staying within guardrails to ensure high customer satisfaction and low support costs.
- Develop Supportability standards and drive adoption across the entire Engineering organization.
- Help with hiring and mentoring of other engineers on the team.
- Act as Technical Lead for a team of engineers.
- Be responsible for the quality of the code base and operational excellence.
- Build relationships with key Customer Support organization stakeholders and Engineering leaders across Atlassian.
- Bachelor's degree in Computer Science or equivalent.
- 10+ years of experience working as a senior Software Engineer.
- 5+ years of experience acting as Technical Lead for a team of engineers.
- Experience with Customer Support Technology, ticketing systems, and use of AI to solve customer support problems is a plus.
At Atlassian, we strive to design equitable and explainable compensation programs. 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: $234,100 - $312,100
- Zone B: $210,700 - $280,900
- Zone C: $194,300 - $259,000
This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit our website for more information on which locations are included in each of our geographic pay zones.
About AtlassianWe 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.
