Support Account Manager

Atlassian
United Kingdom
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Customer communication","Sense of urgency","High-pressure calmness","Proactive planning","Stakeholder management"]

Own technical relationships with high-profile enterprise customers and serve as the primary point of contact for support needs. Drive resolution of open cases and escalations by partnering with Support, Engineering, Escalations, and Product. Lead incident and security-event support with root-cause analysis, proactive planning, account plans, and regular technical reviews to prevent issues and maximize customers’ Atlassian investment.

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FursaFursa
Atlassian
Atlassian
3 weeks ago

Support Account Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Own technical relationships with high-profile enterprise customers and serve as the primary point of contact for support needs. Drive resolution of open cases and escalations by partnering with Support, Engineering, Escalations, and Product. Lead incident and security-event support with root-cause analysis, proactive planning, account plans, and regular technical reviews to prevent issues and maximize customers’ Atlassian investment.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Serve as the primary Atlassian point of contact for customers’ technical needs.
  • •Build relationships with senior technical leadership and develop in-depth knowledge of the customer environment.
  • •Drive open support cases and escalations to fast resolution with cross-functional teams.
  • •Provide high-touch support during incidents and security events, including root cause analysis and action items.
  • •Create account plans and run proactive technical reviews (including system health checks, upgrades, and migrations).

Key Requirements

  • •Bachelor’s degree preferred (not required).
  • •10+ years in an enterprise customer-facing role with senior-level customer contacts, preferably in enterprise software support.
  • •Advanced troubleshooting across REST API, Browser Devtools, SQL, Splunk queries, SSL/TLS, SSO/SAML, Java logs, networking, and cloud environments.
  • •Proven experience managing critical customer situations in enterprise IT infrastructure and cloud environments.
  • •Strong customer communications and the ability to convey technical details to system administrators through C-level stakeholders.
Experience:10+ yearsEnterprise softwareEnterprise ITCloud environments
Education:Bachelor's
Skills:Customer communicationSense of urgencyHigh-pressure calmnessProactive planningStakeholder management
Tech Stack:REST APIBrowser DevtoolsSQLSplunkSSL/TLSSSO/SAMLJava LogsNetworkingCloud environments

Company Brief

Atlassian
Atlassian develops collaboration and workflow software—Jira, Confluence, Trello, Loom and more—used by teams for project management, software development, and IT service management across enterprises worldwide.
Industry: Developer Tools
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Sydney, Australia
Founded: 2002
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