Support Manager, Cloud Enterprise

5 days ago

Sydney, Australia Atlassian Full time

Overview:
Are you passionate about working with smart teams and customers to deliver an outstanding support experience? Then this role will be a good match for you This is a key role on our Enterprise Support leadership team which is focused on providing exceptional support to our Enterprise Cloud customers. In this role, you will lead a team of experienced support engineers supporting Atlassian Cloud products.

**Responsibilities**:
**More about you**:

- Are you a leader who is passionate about servicing customers and love people that prioritise accountability and quality? Are you not satisfied with mediocre?
- You will also participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details. Assisting your team in negotiating customer priorities and setting expectations.
- You will coordinate root-cause analysis and fixes for complex issues and customers while being key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian. Creating a wide and loyal customer base to the Atlassian products and brand.
- You are able to demonstrate where you have focused on team coaching, skills uplifting, SOP improvements, delivery quality, transparency, analytics and developing robust teams.
- Create, organise, and communicate strategies 3-6 months ahead. Partner with global peers in aligning the strategies and work within the broader ecosystem of Team Leads and Managers to improve the overall department and corporate operational efficiencies.
- Have a strong business sense, define global and scalable frameworks & methodologies that are comprehensive from concept through adoption, scale, and maintenance.

Qualifications:
**On your first day, you’ll have**:

- Experience in the software industry with significant related working experience in a Customer Support Center function in a managerial capacity.
- You’re an experienced people leader, involved in building networks and developing talent. Able to recruit and build successful teams.
- Responsibility and accountability for managing escalations with experience communicating and engaging at various organisational, customer management, and executive levels.
- Extensive expertise in developing metrics to measure the effectiveness of technical support within the organisation.
- Experience in both small and large companies is highly desirable.
- Good communications and interpersonal skills.
- Track record of accomplishment and effectiveness within organisations.
- Experience in working 24x7 support operations and with teams across multiple locations will be an added advantage.

**More about our team**:
The team is filled with technical individuals that are excited to be building a new service offering and experience for our customers.

We challenge one another every day and hold ourselves accountable for our work product as well as our customer's overall success. We all enjoy the interactions with the customers, problem-solving, and actively championing for customers within Atlassian. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian.

We believe we can add significant value to the business by listening to the customer's experience, translating these into actions, and championing their short-term issues and long-term needs throughout the organisation. Our team is open, filled with varied backgrounds and talents, respectful, focused and is all about providing legendary service to our customers.

  • Cloud Sales Manager Enterprise

    7 days ago

    Sydney, Australia AWS Australia Pty Ltd Full time

    7+ years of technology related sales or business development experience with quota accountability - 5+ years of leading a full sales cycle team with deep expertise in new customer prospecting strategy and tactics - Demonstrated record of people development Job summary The Team The AWS Cloud Sales Team is responsible for driving and shaping the future...

  • Manager 1 - Enterprise IT Support, Sydney

    1 week ago

    Sydney, Australia Datadog Full time

    The Enterprise IT Support team is a globally distributed team that supports all Datadog employees from their first day with the company and beyond. The teams work closely with stakeholders all across Datadog to ensure we are providing the best possible support to our end users and to continuously improve the services we offer. The IT Support team provides...

  • Enterprise Account Manager

    1 week ago

    Sydney, Australia AWS Australia Pty Ltd Full time

    8+yrs experience as a quota carrying technology field sales individual, or business development professional - Experience in selling products and services into new markets - Excellent presentation and communication skills - Experience preferably in information technology, with a focus on cloud solutions - History of exceeding sales targets using a...

  • Enterprise Architect

    2 weeks ago

    Sydney, New South Wales, Australia Ausgrid Full time $120,000 - $180,000 per year

    Play a key role in supporting the management of Ausgrid's Technology function as we embark on our transformative journeyPermanent Full Time | Competitive PackageJoin us at our Haymarket, Sydney HQ | Flexible hybrid work modeAbout Ausgrid – we're wired for goodWe're the largest distributor of electricity on Australia's east coast, which means over two...

  • Principal Cloud Project Manager

    2 weeks ago

    North Sydney Council, Australia Axway Full time

    Overview We are seeking our new Principal Cloud Project Manager (Managed Cloud) to join the Axway team! We are seeking an experienced senior candidate with a broadly developed background in cloud computing technologies and advanced advocacy and communication skills. The right persona for this customer facing role will enhance and improve the Axway Managed...

  • Cloud Admin

    1 week ago

    Sydney, Australia Carecone Full time

    **Job Description-** **Experience**: 8 to 12 Years **Duration**: 12 Months - SME in enterprise foundation support, focus on cloud network, hybrid network and support production stabilization. - Support as secondary SME in the IAM area. - Conduct regular BAU maintenance tasks. - Define, optimize cloud network security rules and policies to maintain cyber...

  • Partner Manager, Google Cloud

    1 week ago

    Sydney, Australia Google Full time

    Applicants to this role must have work authorization in Australia as this role is not eligible for work visa sponsorship. At Google, we have a vision of empowerment and equitable opportunity for all Aboriginal and Torres Strait Islander peoples and commit to building reconciliation through Google’s technology, platforms and people and we welcome...

  • Cloud Administrator

    1 week ago

    Sydney, Australia CareCone Australia Full time

    **Title: Cloud Admin** **Location**: Sydney **Experience**: 8 to 12 Years **Mode**: Fixed Term Contract **Duration**: 12 Months - SME in enterprise foundation support, focus on cloud network, hybrid network and support production stabilization. - Support as secondary SME in the IAM area. - Conduct regular BAU maintenance tasks. - Define, optimize cloud...

  • Cloud and AI Sales Manager

    2 weeks ago

    Sydney, New South Wales, Australia Microsoft Full time $150,000 - $200,000 per year

    At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team—one that is deeply connected to our partners and driven by customer success. By uniting our Small Medium Business, Corporate, Strategy, and Partner teams, we are unlocking the largest customer opportunity, backed by the industry's most significant...

  • Head of Cloud and Infrastructure

    4 days ago

    Sydney, New South Wales, Australia Talenza Full time $120,000 - $180,000 per year

    Join a Leading Australian Business Driving Infrastructure TransformationWe are proud to partner with a market-leading Australian organisation embarking on a significant digital transformation journey. As part of this evolution, we are seeking a highly experienced Head of Cloud & Infrastructure to lead and shape the future of the organisation's technology...