Support Account Manager

Atlassian
London, United Kingdom
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Communication","Customer management","Problem-solving","Action-oriented","Calm under pressure"]

Serve as the primary point of contact for enterprise customers’ technical needs, building relationships with senior technical leadership and driving open support cases and escalations to fast resolution. Deliver high-touch support during incidents and security events with root-cause analysis and action items, act as the voice of the customer to prioritize bugs and enhancements, and coordinate planned events like upgrades, migrations, and system health checks.

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FursaFursa
Atlassian
Atlassian
10 hours ago

Support Account Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Serve as the primary point of contact for enterprise customers’ technical needs, building relationships with senior technical leadership and driving open support cases and escalations to fast resolution. Deliver high-touch support during incidents and security events with root-cause analysis and action items, act as the voice of the customer to prioritize bugs and enhancements, and coordinate planned events like upgrades, migrations, and system health checks.
Location: London, United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Be the primary Atlassian point of contact for customers’ technical needs.
  • •Drive customers’ open support cases and escalations to fast resolution by partnering with cross-functional teams.
  • •Provide high-touch support during incidents and security events, including constant communication and root-cause analysis with action items.
  • •Coordinate planned customer events such as system health checks, upgrades, and migrations.
  • •Create account plans, conduct technical reviews and deep dives, and communicate insights, action items, and roadmap updates to customers and Atlassian senior leadership.

Key Requirements

  • •10+ years of experience in an enterprise customer-facing role, preferably in a customer support organization in enterprise software.
  • •Advanced troubleshooting skills across REST API, Browser Devtools, SQL, Splunk queries, SSL/TLS, SSO/SAML, Java Logs, networking, and cloud environments.
  • •Demonstrated experience managing critical customer situations in enterprise IT infrastructure and cloud environments.
  • •Proven customer management skills, handling critical/urgent/high-pressure situations calmly and professionally.
  • •Excellent customer communication skills to convey technical concepts clearly to technical and C-level stakeholders.
Experience:10+ yearsEnterprise softwareCloudCustomer support
Skills:CommunicationCustomer managementProblem-solvingAction-orientedCalm under pressure
Tech Stack:REST APIBrowser DevtoolsSQLSplunkSSL/TLSSSO/SAMLJava LogsNetworkingCloud

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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