Senior Product Manager, Customer Support Technology at Atlassian

| Austin
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Atlassian is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19. Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.
Job description
Atlassian is seeking an experienced Senior Product Manager to join the Customer Support Technology team in Austin, Texas. You and your team will be responsible for the Atlassian customer care ecosystem that has served millions of Atlassian users. You'll envision, implement, operate, and optimize the product platform that powers intelligent self-service support systems, analytics, and smart tools which help Atlassian effectively engage with customers. You'll champion new features and improvements while also reducing technical debt through all phases of the software development lifecycle.
More about you
The ideal candidate is comfortable working with subject areas across different departments within a quick-paced, fast-growing company to deliver outstanding results. You will help craft and drive the major programs of work throughout the teams. You'll bring order and focus while leaving room for flexibility and innovation. You’ll deliver infectious urgency to those around you. You'll be a product manager, mentor, multiplier, influencer, negotiator and awesome communicator rolled into one.
We're specifically looking for technical product managers with passion and experience in software development and enterprise support platforms. Does this sound exciting? You may be the person we are looking for!

Key Responsibilities Include:

  • Define, own and lead a value-driven product roadmap
  • Coordination with other teams if the work requires running a shared project
  • Strong communication of the progress and outcomes of the work to key stakeholders within and outside the organization
  • Own the ideation, strategy, technical development, and delivery of business solutions for our support platform
  • Identify the underlying business needs, especially when given prescribed solutions or vague requirements
  • Establish shared vision across the company by building consensus on priorities leading to platform execution and support of our products
  • Build and deliver the business cases for product investments as needed
  • Define and analyze metrics that inform the success of product
  • Proactively participate in agile software development methodologies like Kanban or Scrum

On your first day, we'll expect you to have:

  • 5+ years product management or product design experience
  • Experience with enterprise support systems and workflows are a major plus
  • Development experience is a major bonus
  • Exceptional communication and presentation abilities
  • Outstanding organizational and analytical abilities
  • BA/BS in Computer Science or a related technical field is ideal

If you've got some of these skills, even better:

  • Excitement about the latest trends in customer service technologies
  • Experience as a product evangelist and subject matter authority to the technical/developer community
  • Understand, research and follow technology trends in the industry and in general
  • Provide internal and customer training on how to use the product
  • Answer incoming questions about the product and its capabilities
  • Use database queries to analyze performance indicators, evaluate experiments, etc
  • Experience monitoring and operating a production-level service

More about our benefits
Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.
More about Atlassian
Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.
Additional Information
We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

Location

303 Colorado St , Austin, TX 78701

An Insider's view of Atlassian

What's something quirky about your company?

Atlassian creates a culture that sees and understands employees as humans. We take time to celebrate how weird we all are, and it shows in the work we do.

Kesha

Product Marketing Manager

What is your vision for the company?

As the world gets eaten be software, Atlassian plays a foundational role: how do we help knowledge leaders articulate how business operates today? How do we engage 'visioneers' to help reimagine an analog process into something digital? And how do we ensure that we enable developers to be as productive and effective as possible?

Noah Wasmer

Head of Tech Teams

What are Atlassian Perks + Benefits

Atlassian Benefits Overview

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, five paid volunteer days a year for your favorite cause, plenty of food and drinks, ergonomic workstations, employer-paid insurance coverage for you and your family, pension and more.

We're a global company and each of our office locations also has its own unique perks and benefits. Some of our benefits vary slightly by location.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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