About the Role:

We’re hiring a Technical Support Manager to lead a skilled team of Cloud Migration Engineers supporting enterprise customers in their journey from on-prem to cloud. If you have strong people leadership, deep technical knowledge, and a passion for solving customer problems—this is your opportunity to shape the future of cloud adoption.

Key Responsibilities:

• Lead, coach, and scale a team of cloud support engineers delivering migration support to enterprise clients.

• Own team performance around issue resolution, SLA adherence, and customer satisfaction.

• Collaborate with cross-functional teams (Customer Success, Engineering, DevOps) to ensure smooth and timely migrations.

• Guide and influence customers on best practices for Atlassian cloud migration journeys.

• Drive strategic improvements in support processes, documentation, tooling, and metrics.

• Manage escalations and ensure high-quality communication and transparency with customers.

• Contribute to team growth through hiring, training, mentoring, and retention initiatives.

Who You Are:

• 12–15 years of experience in software or SaaS industry, including 5+ years leading technical support or migration teams.

• Proven experience leading support for cloud migrations, SaaS platforms, or enterprise software.

• Deep understanding of cloud technologies i.e. AWS/ Azure, customer support models, and enterprise migration projects.

• Technical background in SQL, scripting (Python, Bash), SSO/SAML/LDAP, REST APIs, and server/cloud infrastructure.

• Excellent communication, stakeholder management, and leadership skills.

• Experience working in high-touch, enterprise customer environments and cross-regional teams.

• Experience in 24x7 support models and managing global or hybrid teams is a plus.

• Bachelor’s in Engineering/IT; MBA or relevant certifications are a plus.