CSS Incident Manager

Atlassian; Austin (TX); Hybrid; USD 141,000 - 189,000; Full time

Job summary

Join Atlassian as a CSS Incident Manager, where you’ll be central to handling customer-facing incidents, ensuring clear communication, and driving improvements in incident management. This mid-senior level role requires significant experience in incident response and customer service, fostering a customer-first approach while collaborating with various teams.

Benefits

Health and wellbeing resources

Paid volunteer days

Qualifications

• 7+ years leading incident response.
• 5+ years in SaaS customer support roles.
• Experience in 24/7 support environments.

Responsibilities

• Lead incident response efforts and manage communication.
• Collaborate with cross-functional teams to improve incident processes.
• Conduct post-incident reviews for continuous improvement.

Skills

Incident Management

Communication

Customer Service

Collaboration

Tools

AI-driven tools

Jira

Opsgenie

Job description

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Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Overview

Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Responsibilities

Join the Customer Support Services (CSS) team and be the driving force behind legendary support that delights customers and deepens their loyalty to the Atlassian brand. Here, we don’t just solve problems—we anticipate needs, build lasting relationships, and empower customers to unlock the full potential of our products.

Your Future Team

We are seeking a highly experienced Customer Support Services Incident Manager (CSS IM) to join our team! This dynamic role focuses on delivering 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. The ideal candidate will bring expertise in command and control incident frameworks, strategic decision-making, effective communication, and a strong customer-centric mindset, setting yourself apart from more technical, engineering-focused roles.

Responsibilities

Incident Management and Communication:

• Be the go-to person for customer-facing reliability and security incidents, leading the charge in response efforts, technical coordination and remediation, and rallying cross-functional teams (Engineering, Support, Product, Legal, etc.).
• Adopt a "Customer-First" approach to evaluate impacts, deliver accurate situation reports, and build communication bridges to quickly resolve incidents.
• Manage incident communication proactively, offering timely and transparent updates through official Atlassian channels (Status Page, case-related notifications, and proactive outreach to customers )
• Actively participate in post-incident reviews (PIRs), driving actionable improvements to improve the customer experience when incidents occur.
• Leverage data and insights to uncover incident root causes and assess customer impacts.
• Maintain open and effective communication with internal stakeholders, providing updates and managing expectations throughout the incident lifecycle.
  
  
  

Collaboration And Continuous Improvement :

• Collaborate with cross-functional teams, including Product, Support, Engineering, Legal, to identify opportunities to drive improvements in incident management processes, tools, documentation, and metrics.
• Cultivate a culture of continuous learning and improvement within the CSS incident management team, sharing best practices and mentoring others across the organization.
• Develop and maintain comprehensive incident management documents, runbooks, playbooks, and training materials.
  
  
  

Minimum Qualifications

• 7+ years experience leading incident response efforts with a strong ability to collaborate across diverse teams and drive incidents to resolution.
• 5+ years experience in customer service or support roles in SaaS or technology companies, ideally with exposure to enterprise customers
• Experience working in 24/7 support environments, with availability to participate in on-call rotations, including weekends.
• Exceptional communication skills with the ability to communicate clearly and empathetically with both our Atlassian customers and internal stakeholders
  
  
  

Preferred Qualifications

• Hands on experience with leveraging AI-driven tools and processes to enhance incident management, monitoring tools, incident response platforms, and Atlassian products (e.g. Jira, Confluence, Opsgenie). Jira software certification would be excellent!
• Experience with data analytics and reporting to communicate incident trends and experiences
• Ability to work autonomously and collaboratively in distributed, fast-paced environments
• Experience in process improvement projects aimed at operational efficiency and customer satisfaction
• Ability to manage multiple priorities under pressure while maintaining a customer-focused approach.
  
  
  

Qualifications

Compensation

At Atlassian, We Strive To Design Equitable, Explainable, And Competitive Compensation Programs. To Support This Goal, The Baseline Of Our Range Is Higher Than That Of The Typical Market Range, But In Turn We Expect To Hire Most Candidates Near This Baseline. Base Pay Within The Range Is Ultimately Determined By a Candidate's Skills, Expertise, Or Experience. In The United States, We Have Three Geographic Pay Zones. For This Role, Our Current Base Pay Ranges For New Hires In Each Zone Are:

Zone A: $141,100 - $188,100

Zone B: $127,000 - $169,300

Zone C: $117,100 - $156,100

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits .

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh .

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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