Principal Technical Program Manager, Customer Support Platform

Overview

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.

Your future team

As a Technical Program Manager reporting to a Head of TPM on the Customer Support team you will define product/program technical strategy to build a scalable customer support platform that streamlines support agent experiences and drives down support costs. You will create long-term vision for the team and associated roadmap for your areas of ownership. You will build consensus among partners. You will use deep domain and technical expertise to ensure success of large cross organization programs. You will demonstrate a comprehensive understanding of fundamental challenges, shape technical requirements and collaborate with partners to develop comprehensive solutions. You will influence solution architecture to meet the latest needs of the business and contribute to programs and process across organizational boundaries.

Responsibilities

• Define the strategic goals for areas owned, communicate value proposition to partners and ensure support.

• Anticipate challenges, create long-term vision and associated road map for areas of ownership.

• Take ownership of strategic but ambiguous plans, bring clarity by translating them to well defined goals that engineering teams can achieve.

• Provide technical leadership on engineering programs and lead the end to end the delivery of complex programs across multiple teams, balancing the right tradeoffs and ensuring successful outcomes.

• Use deep technical skills and domain knowledge to influence department leaders on strategic direction.

• Define and track improvement to metrics for quality and performance across complex projects involving many teams.

Qualifications

Minimum Qualifications

• 8+ years of experience on software teams as Development Manager or TPM

• Strategic thinking and ability to understand business objectives to translate them into technical problems and programs.

• Technical understanding of systems involved. Willingness to develop domain expertise in the area they operate - storage, networking, authentication, capacity management, service deployments, etc.

  • TPMs are not expected to write or read code, but are expected to understand system flows, block architectures, APIs and such.

• Experience defining and running end-to-end complex technical programs

• Strong leadership, organizational, and communication skills

Preferred Qualifications:

• A B.S. in Software Engineering, Computer Science, or Technical Discipline

• (Hiring Manager to add …