Tech Lead, Support Operations

In this role, we expect you to be passionate about delivering outcomes in a rapidly evolving global environment. If you thrive on continuous improvement, building and scaling best practices, and impactful execution, this is the role for you! This support operations-focused Technical Lead role has a broad array of responsibilities including leading readiness for product changes, identifying customer friction using our products and enabling support engineers to unblock customers. They will also be responsible for developing support best practices, knowledge governance, driving tool adoption and skills matrix. Successful Tech Lead are strong relationship builders + cross-functional influencers, building operational mechanisms and rigor.

You should be comfortable interacting and presenting to leaders, cross-department managers, and project teams to elevate product and customer experience. The role will require strong multi-tasking, the ability to self-direct, strong prioritization skills, an innovative and resilient spirit, and a continual drive to make an impact on our business and customers. You will drive multi-quarter project delivery through collaboration, transparency, and risk remediation across cross-functional business teams.

Working at Atlassian

Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Strategic Leadership

• Product Launch Readiness:

• User Acceptance Testing:

• Unblock Top Issues:

• Customer Friction Advocacy

Subject Matter Expertise

• Knowledge Curation:

• Tooling Adoption:

• Process Best Practices:

• Skill Enhancement:

Required:

• 5+ years in technical support or engineering, with 2+ years in a leadership role

• Proven ability to lead cross-functional initiatives and influence product direction

• Strong troubleshooting, UAT, and product launch experience

• Excellent communication and customer advocacy skills

Desired:

• Experience with Atlassian or similar SaaS products

• Background in process automation or support tooling optimization

• Experience developing training or skills matrices for technical teams

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit