If you love being the driver in assessing high impact support issues and taking ownership to influence internal and external teams to resolve and follow up, then this role is for you.
Do you want to help our most complex customers be successful with our tools?
Do you handle stressful situations well to see through the fog and find solid resolutions?
Are you familiar with Atlassian's values and want to live them? You can check them out below!
The Escalation Manager is a critical customer service role within Atlassian’s Support organization, working internally with Support Leadership, Product Management, and Development teams, as well as externally with key strategic customers and partner experts, to coordinate and drive the resolution of critical issues.
Transparency in line with our Values (Open Company, No BS) is key and is achieved by providing timely and accurate updates to senior management and customers regarding active critical issues, as well as important details on the status of the customer relationship with senior management.
More about you
More about our team
The team is filled with customer focused individuals that champion and support industry-leading products used by a growing list of 85K customers globally. We challenge one another every day and hold ourselves accountable for our work product, as well as our customer's overall success. We all enjoy the interactions with customers, problem solving, digging into complex issues, and actively championing for customers within Atlassian. We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. We are at our best when problems seem the hardest, pushing to identify root causes and solutions. We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and all about providing legendary service to our customers.
More about our benefits
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 beverages, ergonomic workstations with sit/stand desks, unique ShipIt days, a company paid trip after five years, generous employer-paid insurance coverage (medical, dental, and vision) for you and your family, 401k matching and more.
More about Atlassian
Software is changing the world, and we’re at the center of it all. With a customer list that reads like a who's who in tech, and a highly disruptive business model, we’re advancing the art of team collaboration with products like Jira, Confluence, Bitbucket, Trello, and now Stride. Driven by honest values, an amazing culture, and consistent revenue growth, we’re out to unleash the potential of every team. From Amsterdam and Austin to Sydney and San Francisco, we’re looking for people who are powered by passion and eager to do the best work of their lives in a highly autonomous yet collaborative, no B.S. environment.