Support Experience Leader

2 weeks ago

Aurangābad, India beBeeIncident Full time

About This RoleThis position focuses on leading 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.As a Major Incident Manager CSS, you will be the driving force behind delivering legendary support that delights customers and deepens their loyalty to Atlassian through timely response efforts, technical coordination, remediation, and rallying cross-functional teams (Engineering, Support, Product, Legal, etc.).You will lead the charge in responding to critical situations, providing regular situation reports, evaluating impacts, building bridges of communication to quickly resolve incidents, and fostering a customer-first approach.You will manage incident communication proactively, offering transparent updates through official channels (Status Page, case-related notifications, proactive outreach to customers).The ideal candidate for this role possesses strong organizational skills, excellent communication abilities, and the capacity to think critically under pressure. If you are a highly skilled problem-solver with a passion for delivering exceptional support experiences, we encourage you to apply.Prior experience as an incident manager or equivalent role in a fast-paced environment.Strong understanding of technical concepts and ability to communicate complex information effectively.Excellent organizational and time management skills, with the capacity to prioritize multiple tasks simultaneously.Able to maintain composure under pressure and work effectively in high-stress environments.

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