Global Product Principal Confluence - Atlassian

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.

Responsibilities:

WORK ON STANDARDIZATION, SCALE PROCESSES & IMPROVEMENT OF SUPPORT OPERATIONS ACROSS THE GLOBAL CONFLUENCE CLOUD SUPPORT TEAM. SUPPORT OPERATIONS. WORK ON A PORTFOLIO OF PROGRAMS. WORK ON THE GLOBAL HEALTH AND CONTINUOUS IMPROVEMENT OF OPERATIONS FOR A SPECIFIC PRODUCT/PRODUCT FAMILY. UNDERSTAND AND CONSOLIDATE KEY CUSTOMER INSIGHTS TO DRIVE INITIATIVES OR ACTIONS -E.G. CUSTOMERS EXPECT FASTER RESPONSE TIMES FOR ISSUES RELATED TO "USER MANAGEMENT" OR MIGRATIONS INTO OUR CLOUD PRODUCTS TAKE SPECIALIZED KNOWLEDGE AND REQUIRES SEGMENTED TEAM. ANALYZE GLOBAL TEAM HEALTH OF THE ALIGNED PRODUCT FOR CAPACITY VERSUS ACTUAL VOLUME, AND ASSIST WITH IDENTIFYING REQUIRED HIRING RECOMMENDATION ALIGNMENT WITH PROJECTS, AND PLATFORM DIRECTOR. IDENTIFY KEY VERSION/PRODUCT ISSUES THAT CAN BE MITIGATED WITH KNOWLEDGE. WORK ON PRODUCT SUPPORT TRAINING PROGRAMS/STRATEGY AND DRIVE IMPROVEMENTS IN THESE AREAS. CHAMPION STRATEGY SET BY PLATFORM DIRECTOR FOR THEIR PRODUCT(S). CHAMPION CHANGE MANAGEMENT AND PROJECT TEAM STRATEGIES FOR THEIR PRODUCT(S) THROUGH CLOSE COLLABORATION WITH OTHER TEAM MEMBERS. INTERFACE WITH SERVICE ENABLEMENT TEAMS. PARTNER WITH SERVICE ENABLEMENT TEAMS AND PROACTIVELY MITIGATE EMERGING ISSUES AND ENSURE READINESS FOR NEW RELEASES FOR THE ALIGNED PRODUCT. ENSURE SOLID COMMUNICATIONS ACROSS THE PROJECT, SERVICE ENABLEMENT, AND OPERATIONAL LEADERSHIP TEAMS. ASSIST REGIONAL MANAGERS AND DIRECTOR OF PLATFORM TO OPTIMIZE OPERATIONAL METRICS SUCH AS NPS, RESPONSIVENESS (INITIAL RESPONSE TIME), RESOLUTION RATE, ETC. ALSO MONITOR OPERATIONAL METRICS OF THE ALIGNED PRODUCT SUCH AS NPS, IRT, RESOLUTION RATE TO DISCOVER AREAS THAT CAN BE IMPROVED VIA TRAINING, KNOWLEDGE, PROCESSES/WORKFLOWS, OR PRODUCT TEAM FEEDBACK. PROVIDE COMMUNICATION, ALIGNMENT, AND DRIVE FOR QUICK RESOLUTION IN THE EVENT OF A SUSTAINED PERIOD WHERE TICKET LOAD EXCEEDS THE TEAM'S ABILITY TO PROCESS IN PARTNERSHIP WITH TEAM LEADS AND REGIONAL / GROUP MANAGERS. ANALYZE DATA & METRICS AND GATHER INFORMATION TO PROACTIVELY IDENTIFY TRENDS.

MINIMUM EDUCATION:            BACHELOR’S DEGREE IN COMPUTER SCIENCE, COMPUTER ENGINEERING, OR A RELATED FIELD OF STUDY.

MINIMUM EXPERIENCE:            2 YEARS OF RELEVANT EXPERIENCE WITH CONFLUENCE CLOUD PRODUCTS, EXPERIENCE USING, SUPPORTING AND UNDERSTANDING DEVELOPMENT AND FUNCTIONAL INFRASTRUCTURE, CALIBRATING AND ASSESSING TECHNICAL NEEDS FOR BUGS, FEATURE REQUESTS, AND IMPROVEMENTS TO TROUBLESHOOTING TOOLS, WORKING WITH CONFLUENCE CLOUD PRODUCTS.

SPECIAL REQUIREMENTS:          MUST PASS TECHNICAL INTERVIEW.

TRAVEL REQUIREMENT:             10% DOMESTIC AND INTERNATIONAL TRAVEL REQUIRED.

OFFERED WAGE:           $111,800 - $149,000 PER YEAR

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We 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.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.