Incident Resolution Specialist
This critical role involves coordinating across diverse teams and ensuring timely, clear, and accurate communication with both internal and external stakeholders.
Job Description:
The Incident Resolution Specialist plays a pivotal part in delivering exceptional support experiences during customer-facing incidents.
Key responsibilities include leading customer-facing reliability and security incidents, guiding response efforts, technical coordination, and remediation while rallying cross-functional teams (Engineering, Support, Product, Legal, etc.).
Additionally, the Incident Resolution Specialist evaluates impacts, delivers accurate situation reports, and builds communication bridges to quickly resolve incidents adopting a "Customer-First" approach.
Proactive incident communication is also essential, offering timely and transparent updates through official channels (Status Page, case-related notifications, and proactive outreach to customers).
Active participation in post-incident reviews (PIRs) drives actionable improvements to enhance the customer experience when incidents occur.
Leveraging data and insights uncovers incident root causes and assesses customer impacts.
Maintaining open and effective communication with internal stakeholders provides updates and manages expectations throughout the incident lifecycle.
Required Skills and Qualifications:
* 7+ years of experience leading incident response efforts with strong collaboration skills.
* 5+ years of 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, including weekends.
* Exceptional communication skills for empathetic and clear interactions with both Atlassian customers and internal stakeholders.
Benefits:
Others:
We believe that every individual contributes uniquely to our success. To ensure our products and culture incorporate everyone's perspectives, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.