The Adaptavist Group

Role Description As a Customer Success Associate, you’ll work with a broad portfolio of customers, helping them successfully onboard, adopt, and grow their use of ScriptRunner products. You’ll play an important role in maintaining a proactive, one-to-many customer success approach — educating and enabling users, monitoring customer health, and helping customers realise clear value and ROI. You’ll also act as the voice of the customer, feeding recurring issues, product feedback, and feature requests into our internal teams. From supporting renewals and identifying expansion opportunities, to answering customer questions and engaging in community discussions, this is a varied and impactful role for someone who thrives in a fast-paced, customer-focused environment. What you'll be doing - Helping customers succeed - Support onboarding, adoption, and ongoing usage of ScriptRunner products across a large portfolio of small to medium-sized customer accounts - Proactively engage customers at key moments in their journey to drive retention, satisfaction, and product utilisation - Advise customers on ScriptRunner use cases and help them get maximum value from the platform - Use customer insights, feedback, and data to improve the customer experience and help shape future product direction - Identify opportunities to expand customer value through upsell and cross-sell conversations aligned to their goals - Supporting the wider customer journey - Respond to a variety of customer needs, including security and compliance questions, contract-related requests, discount or extension approvals, and general enquiries - Work closely with internal teams such as legal, product, and commercial teams to support customer outcomes efficiently and effectively - Engaging with the community - Join conversations with ScriptRunner users across the Atlassian Community, Reddit, and similar platforms - Spot opportunities to add value, answer questions, and connect customers with the right internal experts when needed - Influencing product and customer experience - Share recurring customer issues and feature requests with product teams - Stay up to date on ScriptRunner products, services, and the wider Atlassian ecosystem so you can confidently advise customers and recommend relevant solutions Qualifications - Excellent organisational, prioritisation, and interpersonal skills - Confidence engaging with end users and building strong rapport - Strong listening skills and a genuine desire to understand customer needs - Empathy and emotional intelligence - A customer-first mindset - Clear and effective communication skills - Willingness to learn technical and coding skills Requirements - Knowledge of the Atlassian ecosystem - Experience in Customer Success, Account Management, or a similar customer-facing role - Experience working with technology platforms - Consultative skills - Experience with ScriptRunner - Scripting experience or familiarity with scripting languages - Strong technical aptitude - A second language Benefits - Generous holiday (PTO) allowance - Flexible working hours - MacBooks provided to all employees - Support for fully remote workers to set up home offices - Exceptional Time Away Policy including: - 26 weeks of fully paid leave for birthing parents - 13 weeks for non-birthing parents - Extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs - Remote-first way of working

Role Description The Contracts & Legal Manager is responsible for driving business as usual within the Commercial Operations group. You will manage day-to-day activities regarding contract review, negotiation, and management, liaising with various business entities, clients, subcontractors, and suppliers. This role is expected to lead engagements in the US and Canada, but also support engagements that may be conducted in other geographies. This role will accept accountability for legal contracts and advise the Team Lead and Head of Commercial Operations on unusual and exceptional legal requirements. The Commercial Operations team is focused on enabling organic and inorganic growth through: - Contract management and negotiations - Compliance management - Management of legal and related services and operations - Management and mitigation of risks for the company As the Commercial and Legal Manager on the team, you will work closely with all parts of the business, including: - Executive management - Sales - Professional and client services - IT and security - Finance - Marketing - Facilities - Product development You will be responsible for conducting various activities that help the broader Commercial Operations group in its work, supporting and facilitating the work of the team through a strong process-driven orientation. What You'll Be Doing - Review and redlining of contracts, including resolution of challenges and queries from counterparties (such as clients). - Independently negotiate legal terms of a broad range of standard commercial contracts (NDAs, MSAs, SOWs, software purchasing agreements, etc.) - Signature of contracts of significant size, with recommendations to Team Lead and Head of Commercial Operations - Management of information related to contracts (clients, partners, suppliers), and within internal contractual IT systems. Knowledge management and enforcement of process. - Ability to work with process specialists who manage IT systems and knowledge (i.e. document repositories, FAQs, and wikis) associated with contracts and legal support. - Providing “peer reviews” of departmental contract redlines, and requesting such peer reviews to support a robust, quality-driven process. - Reviewing documentation that forms part of various strategic sales, partnerships, or acquisitions. - Balancing risk mitigation with Adaptavist’s global strategy and priorities. - Work collaboratively to provide continuous improvement of cross-team training, playbooks, contract templates, and legal processes. Qualifications - Significant experience with contracts, particularly in sales and procurement environment, from pre-sales to contract closeout. - Experience and understanding of analyzing business processes for efficiencies. - Ability to critically assess transactions and identify business issues. - Use of enterprise software tools (examples might include Jira, Microsoft Word, Excel, Google Sheets, HubSpot, etc.). - Solid mechanical and analytical ability, and ability to break down problems. - Willing to learn, take on new challenges, and resolve them methodically. - Ability to work individually or across potentially geographically distributed teams. Exposure to working across multiple countries and time zones is a plus. - Friendly and approachable – excellent interpersonal skills with international and cross-cultural experience. - A quick and efficient learner with strong forensic attention to detail. - Excellent written and verbal communication skills (English). - Demonstrate the ability to work with deadlines and under pressure. - An ability to think innovatively and creatively. - Strong organizational and prioritization skills. - Strong sense of character, honesty, and teamwork. - Law degree + at least 2 years contracts/legal experience OR Bachelor’s degree + at least 4 years contracts/legal experience. Requirements - Experience in addressing contractual issues in cloud, data security, privacy, and intellectual property matters. - Experience with third-party software resale. - Experience with SaaS, cloud computing, and software sales. - Familiarity with Atlassian products and related services. Benefits - Unlimited vacation - RRSP - The Adaptavist Group matches up to 4% - Flexible working - Enhanced Maternity and Paternity Leave - Employee assistance programme - Volunteer days - Canada Life Care - Free online streaming service subscription Company Description The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow. We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com, and Aha! We make change happen. From anywhere.

Role Description Remote-first, with the option to use our Toronto office as much or as little as you like. Candidates must be GTA-based to accommodate occasional in-person needs. The role of an Engineering Team Lead will help shape and define the Engineering culture alongside the other Team Leads and Engineering Managers. This position will work alongside an Engineering Manager and the wider Product team locally and remotely to shape the development of the ScriptRunner for Confluence Cloud product. As an Engineering Team lead, you will lead a team practicing continuous delivery. Growing your team of engineers is your responsibility so you'll be mentoring, coaching and using our development framework to help individuals increase their impact. As the most senior engineer on the team, you'll be responsible for facilitating solution design, building on the knowledge and skills in the team as well as reaching out to other engineering teams for input. You'll value autonomy, mastery, practice, doing the right thing, paying down technical debt. What you'll be doing - Leadership - Provide a platform for developers to perform tasks of varying complexity - Assist with priority setting for products - Deliver updates to key stakeholders - Ensure the team has the right tools, technology and freedom to deliver their work and innovate - Leading software development team following agile processes - People Management - Hiring and/or onboarding new team members - Mentoring, coaching and developing a team of Software Engineers of varying level of experience - Work with direct reports to set objectives and to create and execute development plans - Facilitate and enable collaboration - Align the team with product and business priorities - Engineering - Designing, writing and testing solutions - Complex, collaborative problem solving - Performing code peer reviews - Respond to product incidents - Assisting with support escalations Qualifications - Strong software development skills in one backend technology (Java, Groovy, Python) and one of the following frontend Javascript/Typescript framework (ReactJS, Vue.js, AngularJS) - Full Stack Developer - Experience collaborating with & coaching more junior engineers - Experience of Agile Methodologies - Knowledge of implementing and/or running CI/CD - Experience working on Cloud infrastructure, such as AWS infrastructure or other equivalent infrastructure - Understanding micro-services oriented architecture with extensible REST APIs Requirements - A few nice to haves - Experience with mentoring and coaching more junior engineers - Experience leading or managing a team - Experience working across the full development stack - Atlassian Ecosystem experience - Strong experience in Java, Groovy, ReactJS and Typescript - Any kind of plugin development experience - Leading of agile ceremonies - AWS Certified - Experience developing applications with serverless architecture Benefits - Very generous holiday (PTO) allowance - Flexible working hours - MacBooks provided to all employees - Support for fully remote workers to set up their home offices - Exceptional Time Away Policy including: - 26 weeks of fully paid leave for birthing parents - 13 weeks for non-birthing parents - Extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs - Trusting, flexible, remote-first way of working

Role Description A Technical Consultant will work as part of a team assisting customers in making best use of the Adaptavist product suite (Jira, Confluence, GitLab, AWS Slack, etc.) in order to deliver value to their business or organization. The role will support customers to integrate systems, automate processes, and achieve efficiencies. - Provide expert guidance and solution design. - Engage in hands-on work with product setup, migrations, upgrades, and performance tuning. - Participate in customer workshops to determine technical and functional requirements. - Discuss options and explain trade-offs and constraints. - Play an important role in presales, understanding client problems, offering solutions, providing estimates, and producing proposals. - Guide more junior consultants in their client work, sharing expertise and advice. - Help shape the way we work at Adaptavist, identifying process blockers and potential solutions. Qualifications - German and English proficient is a must. - Experience with application, system, and server administration within the Atlassian toolset, particularly Jira, Confluence, and Bitbucket. - Familiarity with Cloud architecture and infrastructure as code. - Exceptional communication skills, including technical writing that is accessible to a general audience. - Commitment to continual growth and learning. - Comfortable working collaboratively, both face-to-face and through online tools. - Personable, helpful, professional, kind, and honest attitude. - Top-notch time management and personal organizational skills. Requirements - Scripting skills with Groovy, Forge and/or Java. - Slack administration and/or development experience. - Experience in mentoring and coaching. - Experience delivering training. - Forge development. Benefits - Generous holiday (PTO) allowance. - Flexible working hours. - MacBooks provided to all employees. - Support for fully remote workers to set up home offices. - Exceptional Time Away Policy: 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, and women's health needs. - Remote-first way of working.

Role Description As a Senior Contracts & Legal Manager, you'll be responsible for driving business within our Contracts and Legal Operations (known as the Commercial Operations) group. You will manage day to day activities regarding contract review, negotiation and management, liaising with various business entities, clients, subcontractors and suppliers. You'll be expected to lead engagements in the US and Canada, but also support engagements that may be conducted in other geographies. This role will see you accept accountability for legal contracts and advise the Team Lead and Head of Commercial Operations on unusual and exceptional legal requirements. The Commercial Operations team is focused on enabling organic and inorganic growth through: - Contract management and negotiations - Compliance management - Management of legal and related services and operations - Management and mitigation of risks for the company As a Senior Commercial and Legal Manager on the team, you will work closely with all parts of the business, including: - Executive management - Sales - Professional and client services - IT and security - Finance - Marketing - Facilities - Product development You will be responsible for conducting various activities that help the broader Commercial Operations group in its work, supporting and facilitating the work of the team through a strong process driven orientation. What You'll Be Doing - Reviewing and redlining of contracts, including resolution of challenges and queries from counterparties (such as clients) - Independently negotiating legal terms of a broad range of standard commercial contracts (NDAs, MSAs, SOWs, software purchasing agreements, etc.) - Signature of contracts of significant size, with recommendations to Team Lead and Head of Commercial Operations - Managing information related to contracts (clients, partners, suppliers), and within internal contractual IT systems - Knowledge management and enforcement of process - Working with process specialists (Legal Operations Managers) who manage IT systems, process, internal corporate change programs, and knowledge repositories (i.e. document repositories, FAQs, and wikis) associated with contracts and legal support - Providing “peer reviews” of departmental contract redlines, and requesting such peer reviews to support a robust, quality-driven process - Reviewing documentation that forms part of various strategic sales, partnerships, or acquisitions - Balancing risk mitigation with The Adaptavist Group’s global strategy and priorities - Contributing to the assessment and careful use of AI where applicable in the contract management process - Working collaboratively to provide continuous improvement of cross-team training, playbooks, contract templates, and legal processes Qualifications - Exposure to contracts, particularly in sales and procurement environment, from pre-sales to contract closeout - Ability to confidently lead and fully execute contract engagement with a client (or potentially supplier or partner) - Experience and understanding of analyzing business processes for efficiencies - Ability to critically assess transactions and identify business issues - Use of enterprise software tools (examples might include Jira, Microsoft Word, Excel, Google Sheets, HubSpot, etc.) - Solid mechanical and analytical ability, and ability to break down problems - Willing to learn, take on new challenges, and resolve them methodically - Ability to work individually or across potentially geographically distributed teams - Friendly and approachable – excellent interpersonal skills with international and cross-cultural experience - A quick and efficient learner with strong forensic attention to detail - Excellent written and verbal communication skills (English) - Demonstrate the ability to work with deadlines and under pressure - An ability to think innovatively and creatively - Strong organizational and prioritization skills - Strong sense of character, honesty, and teamwork - Exposure to both legal and contract work in an operational context - Bachelor’s degree + at least 5 years contracts/legal experience or Law degree + at least 3 years contracts/legal experience Requirements - Experience in addressing contractual issues in cloud, data security, privacy, and intellectual property matters - Experience with third-party software resale - Experience with SaaS, cloud computing, and software sales - Curiosity about the rapid development of technology, including AI, in the legal arena - Familiarity with Atlassian products and related services - Experience with contract negotiation and regulatory requirements for US Federal or State clients Benefits - Unlimited vacation - RRSP - The Adaptavist Group matches up to 4% - Flexible working - Enhanced Maternity and Paternity Leave - Employee assistance programme - Volunteer days - Canada Life Care - Free online streaming service subscription

Role Description An Executive Assistant at The Adaptavist Group or any of its companies will play a key role in helping the business grow, pushing for the rapid growth we currently achieve into the foreseeable future, and supporting the team with the challenges that come with it. This role will primarily cover general administration, operational duties, and supporting global senior leaders by freeing them of tasks so they can focus on managing their areas of the business on a day-to-day basis. The role will involve daily challenges that require creative, collaborative solutions, working with various stakeholders, both internally and externally, at all levels. What you'll be doing - Diary and Email Management: - Coordinate and organise senior leaders' diaries and inboxes across various time zones - Respond to some emails where requested - Administration: - Preparing agendas, writing minutes and attending meetings - Organising and coordinating complex travel and accommodation requests - Maintaining up-to-date personal documentation in a secure way - Providing all relevant documentation for meetings ahead of time to ensure the senior leaders are prepared for meetings - Project Management: - Running and maintaining small projects and initiatives independently of the senior leaders - Maintains a cost-effective balance of controls and risk-taking to ensure effective and efficient operation within budget - Stakeholder Management: - Build strong relationships with the current senior leadership team to ensure harmonious working relationships - Engaging with and on behalf of the senior leaders with internal and external stakeholders at all levels - Be visible to The Adaptavist Group employees as the point of contact for senior leaders - Travel: - This role may involve business trips in the regions in which we operate across EMEA, APAC and AMER Qualifications - Comfortable use and good knowledge of Apple Mac - Business/office software tools (Word, Excel, PowerPoint), Google Sheets/Docs, Trello, Slack, Telegram - Excellent planning and organisational skills - detail-oriented and thrive on delivering good results - Strong English communication skills - verbal and written - Display a high degree of resilience in an environment which is constantly changing - Comfortable working on the go, whilst travelling - Experience with Jira and Confluence is desirable but not necessary - Data and Analytics understanding and interest - Comfortable working with senior stakeholders at all levels internally and externally - Creative approach to problem-solving - Ability to demonstrate discretion and confidentiality at all times - Have a flexible and adaptive style to working, a positive attitude, team player and have a good sense of humour - Ability to work well under pressure and prioritise workload proactively Benefits - Very generous holiday (PTO) allowance - Flexible working hours - MacBooks provided to all employees - Support for fully remote workers to set up home offices - Exceptional Time Away Policy including: - 26 weeks of fully paid leave for birthing parents - 13 weeks for non-birthing parents - Extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs - Trusting, flexible, remote-first way of working

Role Description We are seeking an experienced Atlassian Jira Engineer to design, scale, and evolve enterprise solutions that power our Scaled Agile Framework (SAFe®) practices. In this role, you will leverage your deep expertise in Jira configuration and customization to bridge the gap between technical execution and SAFe portfolio constructs. Partnering closely with Agile Coaches, Product Management, and Engineering leaders, you will ensure Jira serves as a high-performing, scalable platform that drives transparency, governance, and continuous improvement across the organization. Jira Platform Engineering & Configuration - Design and implement enterprise-grade Jira configurations aligned to SAFe® Constructs (Portfolio Epics, Features, Stories, Planning Increments, etc.). - Configure and maintain issue hierarchies, workflows, screens, fields, permissions, and schemes to support scaled agile delivery. - Build and maintain Jira projects and templates that enable consistency while allowing team-level flexibility. - Ensure Jira configurations support governance, auditability, and reporting requirements without over-burdening delivery teams. SAFe® Enablement - Translate SAFe® concepts (Lean Portfolio Management, ARTs, PIs, value streams) into practical Jira implementations. - Support PI Planning, execution, and tracking through Jira and related Atlassian tools. - Partner with Agile Coaches, Release Train Engineers, and Product leadership to continuously refine Jira usage in line with evolving SAFe® maturity. - Enable flow metrics, dependency management, and cross-team visibility using Jira data. Customization & Development - Develop custom Jira solutions using: - Jira Automation - ScriptRunner (Groovy) - Forge and/or Connect apps - REST APIs and webhooks - Build custom fields, listeners, automation rules, and integrations to support enterprise workflows. - Design scalable solutions that avoid performance degradation and minimise technical debt. Integrations & Toolchain - Integrate Jira with other enterprise tools (e.g., CI/CD pipelines, source control, service management, portfolio tools, reporting platforms). - Maintain data integrity across integrated systems and ensure reliable bi-directional data flows. - Collaborate with platform and engineering teams on secure and compliant integrations. Reporting & Insights - Design and maintain dashboards and reports for teams, programs, and portfolios. - Enable metrics aligned to SAFe® and flow-based measurement (e.g., predictability, throughput, WIP). - Support leadership and governance reporting through trusted Jira data. Operational Excellence & Support - Act as a subject matter expert for Jira within the organisation. - Troubleshoot complex Jira issues and provide advanced support to users and admins. - Document standards, patterns, and best practices for Jira usage and configuration. - Contribute to platform governance and continuous improvement initiatives. Qualifications - Agile & SAFe® Experience - Jira Automation - Advanced Roadmaps (or equivalent) - Proven experience developing custom Jira solutions using: - ScriptRunner (Groovy) - Jira REST APIs - Experience integrating Jira with enterprise systems and DevOps toolchains. - Strong stakeholder engagement and communication skills. - Ability to balance standardisation with flexibility in a scaled environment. - Analytical mindset with a focus on continuous improvement. - Comfortable working in complex, regulated, or matrixed organisations. - Extensive hands-on experience administering and engineering Atlassian Jira (Cloud and Data Center) in large organisations. - Workflow design and optimization - Custom fields and schemes - Portfolio, Solution, ART and Team-level metrics - Ability to translate agile theory into practical, usable Jira configurations Benefits - Generous holiday (PTO) allowance. - Flexible working hours. - MacBooks provided to all employees. - Support for fully remote workers to set up home offices. - Exceptional Time Away Policy including: - 26 weeks of fully paid leave for birthing parents. - 13 weeks for non-birthing parents. - Extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs. - Remote-first way of working.

Role Description We are seeking an experienced Atlassian Jira Engineer to design, implement, and evolve Jira solutions that support Scaled Agile Framework (SAFe®) practices across a complex, enterprise organisation. This role requires deep expertise in Jira configuration, customisation, and extension, combined with a strong knowledge of SAFe portfolio, program, and team-level constructs. The Jira Engineer will work closely with Agile Coaches, Product Management, Engineering, and Portfolio stakeholders to ensure Jira is an effective, scalable platform that enables transparency, flow, governance, and continuous improvement. Jira Platform Engineering & Configuration - Design and implement enterprise-grade Jira configurations aligned to SAFe® Constructs (Portfolio Epics, Features, Stories, Planning Increments, etc.). - Configure and maintain issue hierarchies, workflows, screens, fields, permissions, and schemes to support scaled agile delivery. - Build and maintain Jira projects and templates that enable consistency while allowing team-level flexibility. - Ensure Jira configurations support governance, auditability, and reporting requirements without over-burdening delivery teams. SAFe® Enablement - Translate SAFe® concepts (Lean Portfolio Management, ARTs, PIs, value streams) into practical Jira implementations. - Support PI Planning, execution, and tracking through Jira and related Atlassian tools. - Partner with Agile Coaches, Release Train Engineers, and Product leadership to continuously refine Jira usage in line with evolving SAFe® maturity. - Enable flow metrics, dependency management, and cross-team visibility using Jira data. Customization & Development - Develop custom Jira solutions using: - Jira Automation - ScriptRunner (Groovy) - Forge and/or Connect apps - REST APIs and webhooks - Build custom fields, listeners, automation rules, and integrations to support enterprise workflows. - Design scalable solutions that avoid performance degradation and minimise technical debt. Integrations & Toolchain - Integrate Jira with other enterprise tools (e.g., CI/CD pipelines, source control, service management, portfolio tools, reporting platforms). - Maintain data integrity across integrated systems and ensure reliable bi-directional data flows. - Collaborate with platform and engineering teams on secure and compliant integrations. Reporting & Insights - Design and maintain dashboards and reports for teams, programs, and portfolios. - Enable metrics aligned to SAFe® and flow-based measurement (e.g., predictability, throughput, WIP). - Support leadership and governance reporting through trusted Jira data. Operational Excellence & Support - Act as a subject matter expert for Jira within the organisation. - Troubleshoot complex Jira issues and provide advanced support to users and admins. - Document standards, patterns, and best practices for Jira usage and configuration. - Contribute to platform governance and continuous improvement initiatives. Qualifications - Agile & SAFe® Experience - Jira Automation - Advanced Roadmaps (or equivalent) - Proven experience developing custom Jira solutions using: - ScriptRunner (Groovy) - Jira REST APIs - Experience integrating Jira with enterprise systems and DevOps toolchains. - Strong stakeholder engagement and communication skills. - Ability to balance standardisation with flexibility in a scaled environment. - Analytical mindset with a focus on continuous improvement. - Comfortable working in complex, regulated, or matrixed organisations. - Extensive hands-on experience administering and engineering Atlassian Jira (Cloud and Data Center) in large organisations. - Workflow design and optimization - Custom fields and schemes - Portfolio, Solution, ART and Team-level metrics - Ability to translate agile theory into practical, usable Jira configurations Benefits - Generous holiday (PTO) allowance with flexible working hours. - MacBooks provided to all employees. - Support for fully remote workers to set up home offices. - Exceptional Time Away Policy including: - 26 weeks of fully paid leave for birthing parents. - 13 weeks for non-birthing parents. - Extended leave for adoption, IVF, surrogacy, and women's health needs. - Remote-first way of working that fits around your life.

Role Description The Associate Service Desk Analyst role will provide 1st level service support and resolution to existing and new Managed Services customers with their issues in relation to their Managed Service provided by Adaptavist. The role will provide 1st line support and incident management to either resolve customer issues directly, or escalate the issue accordingly. Responsibilities will follow ticket lifecycle management from triage to debugging through to smoke testing and resolution in line with the agreed Service Level Agreements (SLA). This role will play a critical part in providing excellent service to our customers, ensuring that we resolve their issues quickly to ensure they remain customers with Adaptavist for the long term. What you'll be doing - Providing excellent customer service through responding to customer issues in a professional manner and keeping them informed of progress - Owning assigned issues/incidents through the ticket lifecycle management covering: - Creating issue ticket and initial triage to identify problem issue/area - Applying problem solving analysis and techniques to resolve issues where appropriate - Assigning the issue to an appropriate Systems Engineer based on problem issue, skill set and resources available - Acting as main coordination point with team working on incident to bring the issue to a successful resolution - Providing clear communication and updates to the customer and key stakeholders within the team (systems engineers, Service Delivery Managers) - Escalating to senior team members or external vendors when an incident becomes blocked to help resolve the issue - Creating, maintaining and curating of incident documentation to benefit both the customer and the team for retros and continuous team learning - Supporting with Root Cause Analysis (RCA) collation and documentation - Supporting with smoke testing to check functionality of a solution prior to its release to customer production systems Qualifications - German & English proficient - Proficiency in Jira and Service Now - Excellent organisational, prioritisation and interpersonal skills - An ability to think innovatively and creatively to solve problems - Using problem-solving tools and techniques to help identify and resolve issues - Self Awareness - knowing what problems you can solve and when you need to escalate - Confidence in collaborating with systems engineers to bring the issue to a successful resolution - Forensic attention to detail - Willingness to learn - Experience within a fast-paced, fast-growth Tech start-up environment Benefits - Very generous holiday (PTO) allowance - Flexible working hours - MacBooks provided to all employees - Support for fully remote workers to set up their home offices - Exceptional Time Away Policy including: - 26 weeks of fully paid leave for birthing parents - 13 weeks for non-birthing parents - Extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs - Remote-first way of working

Role Description We’re looking for a Software Support Team Lead to guide, mentor and support our team of Software Support Engineers in delivering best-in-class support to our customers. In this role, you’ll be responsible for building a high-performing team, ensuring smooth day-to-day support operations, and helping our engineers do their best work. You’ll work closely with the Head of Product Support and Support Operations Manager to drive operational improvements, monitor performance against SLAs and KPIs, and provide valuable insights into team successes and challenges. You’ll also act as a key escalation point for support engineers, leading responses to incidents and service outages, and collaborating cross-functionally to reduce commercial risk and improve the overall customer support experience. This is a great opportunity for someone who combines people leadership, technical understanding, and a data-driven mindset to improve processes, develop talent, and shape an excellent support function. Because many of our products allow customers to build their own functionality using Groovy and/or JavaScript, a good understanding of coding is essential for this position. Qualifications - Experience managing customer support software such as JSM, Zendesk or similar - Hands-on experience using, supporting or administering Atlassian products, including Jira, Confluence and/or Bitbucket - Familiarity with REST APIs and Java APIs, ideally including Atlassian APIs and how vendor plugins interact with them - Experience writing code, preferably in Java/Groovy or JavaScript/TypeScript - Experience working with products hosted on cloud platforms such as AWS or Azure - Excellent written, verbal and visual communication skills in English Requirements - Lead, mentor and develop a team of highly skilled Support Engineers - Set clear expectations and provide regular feedback through 1-2-1s and performance reviews - Support the professional development of your team members - Manage team workload, priorities and planned leave to help ensure SLA and KPI targets are met - Support hiring activities and help maintain effective onboarding resources - Create training materials that help the team confidently handle new and complex issues - Help resolve team challenges and conflicts in a constructive way - Take ownership of customer outcomes and ensure support tickets are resolved to a high standard - Act as an escalation point for tickets or situations involving commercial risk - Lead incident management processes, support the team during critical incidents, and run post-mortem reviews - Identify opportunities to improve the experience for customers, the business and the support team - Build strong business cases for ideas and influence stakeholders to drive positive change - Build strong relationships with Customer Success, Product and Development teams - Share data-driven voice-of-the-customer insights across the business - Translate business and product strategy into actionable updates for the team - Chair stand-ups, facilitate workshops and lead team meetings - Foster a collaborative, respectful and inclusive team culture - Work with support metrics such as CSAT, FRT, RoR, SLA performance and ticket volumes - Collaborate with leadership and cross-functional teams to meet KPIs, SLAs and OKRs - Monitor support queues and ensure work is delivered in line with best practices and standards - Analyse trends and identify opportunities to improve team performance and customer experience - Highlight quality concerns and operational challenges, providing clear recommendations to management - Work with the Support Operations Manager to improve tooling and automations - Assess the impact of process changes and share feedback with relevant stakeholders - Contribute to knowledge base content, internal documentation and training materials Benefits - Generous holiday (PTO) allowance - Flexible working hours - MacBooks provided to all employees - Support for fully remote workers to set up home offices - Exceptional Time Away Policy including 26 weeks of fully paid leave for birthing parents and 13 weeks for non-birthing parents - Extended leave for adoption, IVF, surrogacy, and women's health needs - Trusting, flexible, remote-first way of working