Head of On Premises Support
Welcome to Atlassian, a leading software company that empowers teams to collaborate and achieve their goals. We are currently seeking a dynamic and experienced individual to join our team as the Head of On Premises Support. As the leader of our On Premises Support team, you will play a crucial role in ensuring the success of our customers by providing exceptional technical support for our on-premises products. We are looking for someone who is passionate about customer success, thrives in a fast-paced environment, and has a strong technical background. If you are a natural leader with a passion for delivering excellent customer service, we would love to hear from you.
- Lead and manage the On Premises Support team to provide exceptional technical support for our customers using our on-premises products.
- Develop and implement strategies to ensure high levels of customer satisfaction and success with our on-premises products.
- Continuously monitor and improve the quality of support provided by the team, identifying areas for improvement and implementing solutions.
- Collaborate with cross-functional teams to identify and resolve technical issues and provide timely and effective solutions to customers.
- Develop and maintain strong relationships with key customers and stakeholders, acting as a trusted advisor and advocate for their needs.
- Ensure the team is equipped with the necessary tools, resources, and training to effectively support our on-premises products.
- Stay up-to-date with industry trends and advancements in on-premises technology to provide cutting-edge support to our customers.
- Manage and prioritize support tickets and escalations, ensuring timely and effective resolution.
- Develop and maintain standard operating procedures and best practices for the On Premises Support team.
- Monitor and report on key performance metrics to track the success and effectiveness of the team.
- Mentor and develop team members, providing guidance and support to help them achieve their professional goals.
- Represent the company and its values in all interactions with customers and stakeholders.
- Collaborate with other department heads to identify opportunities for process improvements and share best practices.
- Participate in the hiring and onboarding process for new team members.
- Act as a point of contact for executive leadership on matters related to on-premises support.
Extensive Technical Knowledge: The Head Of On Premises Support At Atlassian Must Possess Deep Knowledge And Expertise In Various Technologies And Systems Related To On-Premises Software And Infrastructure. This Includes Proficiency In Operating Systems, Databases, Networks, And Virtualization Technologies.
Leadership And Management Skills: This Role Requires Strong Leadership Abilities To Effectively Manage A Team Of Support Engineers And Coordinate With Other Teams Within The Organization. The Ideal Candidate Should Have Experience In Managing And Developing High-Performing Teams, As Well As The Ability To Inspire And Motivate Team Members.
Customer Focus: Atlassian's On-Premises Customers Rely On The Support Team For Timely And Effective Resolution Of Their Technical Issues. The Head Of On Premises Support Must Have A Customer-Centric Mindset And Be Able To Drive A Culture Of Customer Satisfaction Within The Team.
Communication And Collaboration: This Role Involves Working Closely With Cross-Functional Teams, Including Product Development, Sales, And Customer Success. Excellent Communication And Collaboration Skills Are Critical For Success In This Role, As The Head Of On Premises Support Will Need To Effectively Communicate Technical Issues And Solutions To Both Technical And Non-Technical Stakeholders.
Problem-Solving And Analytical Skills: The Head Of On Premises Support Must Possess Strong Problem-Solving And Analytical Skills To Troubleshoot Complex Technical Issues And Provide Effective Solutions. This Includes The Ability To Analyze Data And Metrics To Identify Trends And Patterns, And Make Data-Driven Decisions To Improve The Support Process.
Project Management
Troubleshooting
Communication
Team Management
customer service
Analytical Thinking
Collaboration
Problem-Solving
Decision-Making
Time
Prioritization
Technical Expertise
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
flexibility
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Head of On Premises Support in Austin, TX, USA is between $150,000 and $200,000 per year. However, this can vary based on factors such as experience, education, and the specific company and industry. Some individuals in this role may earn higher salaries, depending on their level of seniority and the size and success of the organization they work for.
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Atlassian Corporation Plc is an Australian enterprise software company that develops products for software developers, project managers, and content management.
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