Tech Lead, Support Operations

Atlassian

7 - 12 years

11 - 16 Lacs

bengaluru

Posted:8 hours ago| Platform:

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Skills Required

product launch process automation remediation usage troubleshooting project delivery continuous improvement user acceptance testing operations technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Required:

7+ 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

Strategic Leadership

Product Launch Readiness:
Prepare Support Engineers for new feature launches with skills, knowledge, tools, and best practices for a delightful customer experience.
User Acceptance Testing:
Vali product changes and new features ahead of launch to identify friction and partner with R&D to resolve friction pre-release.
Knowledge Curation:
Provide insights on knowledge usage and gaps to influence curation and dissemination of knowledge articles, improving support and customer effectiveness.
Skill Enhancement:
Identify opportunities to enhance Support Engineer skills by providing subject matter expertise and inputs to the skills matrix.

Subject Matter Expertise

Unblock Top Issues:
Provide expertise and influence in unblocking top customer issues and drive adoption of our products.
Customer Friction Advocacy
: Identify top customer frictions, impact, and influence R&D to remediate friction.
Tooling Enhancements:
Identify gaps and improvements in support tooling and partner with Ops and Engineering leaders to upgrade tooling and drive its adoption.
Process Best Practices:
Provide product expertise and cross-functional best practices to Ops leaders in the development of SOPs to enhance operational efficiency

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