Technical Training Manager, Support

Atlassian   •  

Austin, TX

Not Specified years

Posted 236 days ago

This job is no longer available.

Job Description

We're looking for an experienced leader to mature and grow our technical training program for our global Customer Success and Support (CSS) Organization. Within the CSS Organization, we’re defining and building a team focused on technical training for our support engineers. If you are passionate about technical training, organizational development, and building a high-performing team then we need you!

The experience we're looking for includes:

  • Strong training experience within a technical support organization
  • Experience building and owning a training program
  • Ability to assess, consolidate, and grow overall training strategy

Some example responsibilities include:

  • Creating and driving technical training initiatives for new and existing support engineers
  • Defining and iterating on training processes (technical standards, learning assessments, training content, and learning paths) to improve scale and organizational growth
  • Performing training gap assessments by translating business needs into efficient, engaging, and ongoing training programs
  • Training support teams to leverage Kepner-Tregoe techniques to identify and solve problems
  • Designing, implementing, and tracking metrics to measure the impact of worldwide technical trainings
  • Defining the technical training team with great technical skills, characteristics, and team fit

You'll work together with project managers, product managers, operational excellence leads, analysts, data engineers, and subject matter experts to deliver impactful outcomes to the organization. You'll participate in multiple concurrent high-visibility projects and support occasional ad hoc needs from your internal customers.

You will help drive the major programs of work throughout the team. You'll bring order and focus while leaving room for flexibility and innovation. You'll promote infectious urgency around you, you'll be a mentor, multiplier, influencer, negotiator and awesome communicator rolled into one. 

More about you

You value high-quality work with attention to detail and have a track record of delivering both. You combine curiosity, judgment, and drive, and like asking "why" to unravel a seemingly complex problem and get to the root cause. You engender a collaborative environment where teams work together to solve problems.

When you encounter a problem you come up with multiple solutions, weigh the tradeoffs and efforts, identify the best path forward, and exercise good judgment to drive ahead. You have experience in change management and turning information and questions into action. You're comfortable interacting with people across all levels of an organization and can field questions during a presentation like a pro.

You can quickly learn and be impactful in new areas to keep pace with our rapid growth and evolution. You can take an ambiguous assignment and deliver value quickly. You employ multiple tools, methods, and techniques to get things done.

More about our team

You'll be joining a growing project delivery and analytics team located in multiple regions across the globe. We challenge each other constantly to improve our work and ask hard questions. We're direct, focused, and demand excellence, but there is laughter in every meeting because we thoroughly enjoy the work we do and the impact it has. We're constantly growing, learning, adapting, and trying new things. BBQ, tacos, and coffee are a few of our favorite things!

More about the perks

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some killer perks: ample time off to relax and recharge, five paid volunteer days a year for your favorite cause, plenty of food and drinks (including beer and bubbly), ergonomic workstations with Aeron chairs, unique ShipIt days, a company paid trip after five years, generous employer-paid insurance coverage 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 more than 40,000 global customers (including 85 of the Fortune 100) and a highly disruptive business model, we’re advancing the art of team collaboration with products like JIRA, Confluence and HipChat–and we’re just getting started. 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.