CSS Incident Manager
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.
Join the Customer Support Services (CSS) team and be the driving force behind legendary support that delights customers and deepens their loyalty to the Atlassian brand. Here, we don’t just solve problems—we anticipate needs, build lasting relationships, and empower customers to unlock the full potential of our products.
Your Future Team
We are seeking a highly experienced Customer Support Services Incident Manager (CSS IM) to join our team! This dynamic role focuses on delivering exceptional support experiences during customer-facing incidents by coordinating across diverse teams and ensuring timely, clear, and accurate communication with both internal and external stakeholders. The ideal candidate will bring expertise in command and control incident frameworks, strategic decision-making, effective communication, and a strong customer-centric mindset, setting yourself apart from more technical, engineering-focused roles.
Requirements
12+ years experience leading incident response efforts with a strong ability to collaborate across diverse teams and drive incidents to resolution.
5+ years experience in customer service or support roles in SaaS or technology companies, ideally with exposure to enterprise customers
Experience working in 24/7 support environments, with availability to participate in on-call rotations, including weekends.
Exceptional communication skills with the ability to communicate clearly and empathetically with both our Atlassian customers and internal stakeholders
Preferred Qualifications
Hands on experience with leveraging AI-driven tools and processes to enhance incident management, monitoring tools, incident response platforms, and Atlassian products (e.g. Jira, Confluence, Opsgenie). Jira software certification would be excellent!
Experience with data analytics and reporting to communicate incident trends and experiences
Ability to work autonomously and collaboratively in distributed, fast-paced environments
Experience in process improvement projects aimed at operational efficiency and customer satisfaction
Ability to manage multiple priorities under pressure while maintaining a customer-focused approach.
Benefits
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $170,000 - $222,000
Zone B: $153,000 - $200,000
Zone C: $141,000 - $184,000
This role may also be eligible for benefits, bonuses, commissions, and equity
The application process will continue on the employer's website.
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