Software Support Team Lead Atlassian

The Adaptavist Group

Lead Atlassian software support with The Adaptavist Group, coaching engineers and resolving complex customer issues across cloud-hosted products.As a Software Support Team Lead, you will guide Software Support Engineers and maintain high service standards across the product suite. You will balance daily delivery with continuous improvement while partnering with the Head of Product Support and Support Operations Manager. The work emphasizes team development, customer outcomes, incident response, and operational insight.Key Responsibilities:
Lead, mentor, and develop Software Support EngineersRun one-to-ones, performance reviews, and career developmentManage workloads, coverage, and new-hire onboardingEscalate high-risk tickets, incidents, and service issuesMonitor queues, performance, and support metricsRequirements:
Experience leading or managing a support teamExperience with JSM, Zendesk, or similar platformsHands-on Atlassian product experience with Jira or ConfluenceFamiliarity with REST or Java APIsStrong written and verbal English communicationBring support leadership, Atlassian expertise, incident response, and coaching skills to The Adaptavist Group’s customer-focused team.
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