Atlassian
Location
Mountain View, CA | United States
Job description
The Senior Principal Software Engineer will drive work to build our next generation Customer Support Technology on top of Atlassian’s cloud platform, and develop Supportability standards and drive adoption of those across the entire Engineering organization at Atlassian.
Formulate the strategy to move our Customer Support Technology from the current implementation to the next generation Customer Support Technology on top of Atlassian’s cloud platform.
Work with dependency teams to develop a plan and roadmap.
Migrate Customer Support org to the new system while achieving CSS business goals and staying within guardrails to ensure high customer satisfaction and keeping support costs low.
Develop Supportability standards and drive adoption of those across the entire Engineering organization.
Help with hiring and mentoring of other engineers on team.
Act as Technical Lead for a team of engineers.
Be responsible for quality of the code base and operational excellence.
Build relationships with key Customer Support org stakeholders and Engineering leaders across Atlassian.
Bachelor’s degree in Computer Science or equivalent.
10+ years of experience working as senior Software Engineer.
5+ years of experience acting as Technical Lead for a team of engineers.
Experience with Customer Support Technology, ticketing systems, and use of AI to solve customer support problems will be a plus.
Job tags
Salary
