Technical Product Lead - Support Operations

Atlassian • Austin, TX

103d • $134,600 - $179,500

About The Position

We're looking for a Global Technical Lead to join the Cloud Enterprise Support team to help us standardize, scale processes & improve 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.

Requirements

• Analyses data & metrics and gathers information to proactively identify trends; asks questions and digs until they understand root causes and develop solutions to mitigate problems/capitalize on opportunities.
• Ability to prioritize amongst a host of competing problems/opportunities.
• Understands and stays current on product strategy and direction for their product to be able to tailor their strategy to suit.
• Ability to build strategy and get buy-in for it up and down the org.
• Establishing an action plan for self and others to complete work efficiently and on time by setting priorities and assignments and pivot as necessary based on business needs.
• Determines project/assignment requirements by breaking them down into tasks and identifying types of people needed.
• Allocates appropriate schedule for completing own and others' work.
• Develops timelines and milestones.
• Leverages resources (individuals, processes, teams, and tools) to complete work efficiently, coordinates with internal and external teams.
• Stays focused by using time effectively and prevents irrelevant issues or distractions from interfering with work completion.
• Influencing others to implement better approaches to address problems and opportunities.
• Leading the implementation and acceptance of change within the product team.
• Communicates what is changing and why. Explains the business need for change and the anticipated benefits; emphasizes the impact of change on performance expectations and individual, team, and organizational results.
• Involves others to develop a sound approach by seeking out views and implementing changes to increase collaboration to leverage teams’ expertise, and ensure commitment to successful implementation.
• Identifying and leveraging opportunities to accelerate results by assigning tasks and responsibilities to team leads with clear boundaries, expectations, support, and follow-up.
• Clarifies performance expectations - clearly communicates the importance and parameters of the delegated task/responsibility, including task scope, performance standards, time constraints, and expected outputs and their impact (on the individual and team).
• Generates commitment by involving others (team lead and regional manager) when agreeing on performance expectations and support needed, how results will be measured, and follow-up actions.
• Offers timely, specific feedback to reinforce effective performance and redirect less effective performance.
• Establishes procedures to remain aware of issues, follow up on action items, and track results (e.g., quality, quantity, cost, or timeliness) in areas of shared responsibility.
• Develop and leverage relationships with global team leads for product, regional managers, SET, projects teams, Dev, and PM to achieve results.
• Facilitate agreement, gains commitment from partners to support ideas or take action; use sound rationale to explain the value of actions; confirm agreements, next steps (who will do what by when), needed resources and support, and how to track progress.

Responsibilities

• Prepare Support Engineers for new feature launches with skills, knowledge, tools, and best practices for a delightful customer experience.
• Validate product changes and new features ahead of launch to identify friction and partner with R&D to resolve friction pre-release.
• Provide expertise and influence in unblocking top customer issues and drive adoption of our products.
• Identify top customer frictions, impact, and influence R&D to remediate friction.
• Provide insights on knowledge usage and gaps to influence curation and dissemination of knowledge articles, improving support and customer effectiveness.
• Identify gaps and improvements in support tooling and partner with Ops and Engineering leaders to upgrade tooling and drive its adoption.
• Provide product expertise and cross-functional best practices to Ops leaders in the development of SOPs to enhance operational efficiency.
• Identify opportunities to enhance Support Engineer skills by providing subject matter expertise and inputs to the skills matrix.

Benefits

• Health and wellbeing resources
• Paid volunteer days
• Equitable, explainable, and competitive compensation programs
• Eligibility for benefits, bonuses, commissions, and equity

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees