Software Support Team Lead Atlassian

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 Engineers
• Run one-to-ones, performance reviews, and career development
• Manage workloads, coverage, and new-hire onboarding
• Escalate high-risk tickets, incidents, and service issues
• Monitor queues, performance, and support metrics

Requirements:

• Experience leading or managing a support team
• Experience with JSM, Zendesk, or similar platforms
• Hands-on Atlassian product experience with Jira or Confluence
• Familiarity with REST or Java APIs
• Strong written and verbal English communication

Bring support leadership, Atlassian expertise, incident response, and coaching skills to The Adaptavist Group’s customer-focused team.